ServiceTec

• Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service. • Monitor Service Desk request trends and produce analytical reports. • Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule. • Maintain constant availability to address urgent matters as they arise. • Lead staff development through coaching, mentoring, and training sessions. • Direct the creation and management of training policies and procedures for Service Desk personnel. • Fill in for shifts as needed to cover for team absences due to illness or scheduled leave. • Uphold and champion the ServiceTec 'culture of service' in all professional interactions.

• Responsible for the selling of Managed IT Services to New Target Airports and Airlines throughout Europe • Proactive approach to business development, pipeline management, and negotiation of high-value contracts • Build strong relationships with executive-level stakeholders • Demonstrate the tangible value of IT solutions within the aviation sector