Head of support

Текущий статус/должность: Head of support.

Мои компетенции и опыт

Experienced Technical Support Manager:
- Оver 15 years of hands-on experience leading and improving technical support services. Skilled at communication and building strong relationships with CEO, C-Level and company leaders;
- Experience managing more than 250 people;
- More than 70 enterprise clients in FMCG, Finance&Banking, Pharma, Retail, Telecom, Oil, Mining and Civil Services received excellent service;
- Successful in promoting teamwork across departments, including development, support, operations, sales, and marketing;
- 10 years extensive background in budgeting and finding cost-saving solutions;
- Оver 15 years of experience in overseeing Service Desk operations;
- Proficient in adapting and implementing ITIL/ITSM practices to enhance service efficiency and performance;
- Adept at analyzing support and business metrics. Use data-driven insights for problem-solving and decision-making.

Key Skills:
- Creating and launching support services from scratch;
- Developing and analyzing IT service cost models;
- Building, restructuring, and launching IT departments for customer support, Service Desk operations, monitoring, and business analytics;
- Implementing and refining customer service metrics such as SLA, CSAT, CES, and NPS;
- Setting up and optimizing business processes;
- Automating operations to increase efficiency and reduce costs;
- Designing and implementing OSR, KPIs, employee evaluation, and growth systems;
- Leading and developing geographically distributed teams.