The AME Group

IT Support

• Maintain strong phone presence and ensure reliable squad coverage
• Respond to client inquiries via phone, email, and tickets with professionalism and urgency
• Own issues from intake through resolution, keeping clients updated throughout
• Troubleshoot technical issues and escalate when appropriate
• Document all interactions and solutions clearly in the service desk system
• Meet SLAs and team KPIs while driving consistent service quality
• Lead, mentor, and develop team members to reach their full potential
• Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual)
• Monitor service desk trends, ticket patterns, and recurring issues
• Prioritize tasks effectively and manage time across competing demands

IT Engineer – Team Manager