System Administrator

Supervision of Subordinates

• Organize and supervise the activities and work of the IT Call Center team to ensure that all work is carried out in an efficient and procedurally compliant manner
•  Monitors the performance of the technical staff working with him and directs them to enhance their performance.
•  Effectively manage, develop, and train the Service Desk team
•  Individual objectives, training, and development plans in place for all direct reports within the timescales defined
•   Frequency of feedback & appraisal meetings
•  Compliance with policy and procedures
•  Efficiency of activities performed
• Supervises the day-to-day operations of the IT Call Center team to ensure that work processes are implemented as designed and comply with established policies, processes, and procedures
•   Follow up with customers to identify areas of improvement
•   Ensure the service is successfully executing against SLA
• Continually measure the performance of IT services and design improvements to IT services and IT processes to increase efficiency, effectiveness, and capability of the IT Services with collaboration with all  stakeholders
•   Elaborate the team to provide all IT services 1st line of support by mentoring them and develop SOPs,
• Manage Systems Administration daily to day operations for Azure , O365 , Backup , Data Centres , Etc
•   Day-to-day operations are consistent with established policies, processes, and procedures`
•    Keep ITSM KPIs reports always updated: Number of incidents, Number of service requests, Customer satisfaction score (CSAT), First contact resolution (FCR) rate, Average incident resolution time