Voke

IT Support

• Lead and develop the team, providing guidance, training and support needed to achieve established objectives;
• Ensure delivery of high-quality services, meeting service standards and resolving issues quickly and efficiently;
• Monitor and ensure compliance with Service Level Agreements (SLAs), ensuring customer satisfaction and achievement of targets;
• Participate in executive meetings with the responsible client to present KPIs (monthly KPI book) and gather feedback;
• Conduct 1:1, quarterly and annual feedback sessions for team members;
• Control the team's operational costs, identifying opportunities to reduce expenses and ensuring efficient use of financial resources;
• Manage stock and inventory control, ensuring organization, proper replenishment and optimization of resources;
• Act as the primary point of contact for the responsible client, resolving all assigned matters and, when outside your authority, escalate and monitor internally until completion;
• Interact with internal departments to ensure the client's operation runs according to the contracted scope, always aiming for full client satisfaction;
• Create and manage Service Level and team productivity metrics.

Team Leader, IT Support Operations