• Plans, organizes, leads, controls and coordinates the delivery of services in hazard outsourcing at a remote service center. • Responsible for maintaining client relations as it relates to outsourcing. • Manage multiple clients or multi-functional units requiring specialized knowledge. • Provides leadership to many associates. • Develops, secures approval of, and administers an operating budget for area(s) of responsibility. • Ensures all areas of responsibility projections and actual expenses meet budgeted objectives. • Manages and provides leadership to supervisory staff to ensure delivery of efficient and effective levels of service. • Actively participates in the hiring process for new team members. • Makes authoritative recommendations in such matters of discipline and terminations within area(s) of responsibility. • Partners with Trainers to develop function-specific orientation and training programs for area personnel. • Responsible for new client implementation as it pertains to hazard outsourcing.

• Manage and allocate helpdesk tickets. • Maintain and update operational reports. • Monitor support queues and service levels. • Maintain hardware and software asset registers. • Assist with purchasing and supplier management. • Track equipment orders and replacements. • Respond to customer and internal support enquiries. • Maintain accurate records and documentation. • Support continuous improvement of operational processes.

• Act as the first point of contact for incoming helpdesk tickets. • Assign and manage support tickets efficiently through Freshdesk. • Monitor and report on helpdesk performance and ticket status. • Maintain and update Excel reports and operational trackers. • Maintain hardware and software asset inventories. • Assist with the procurement of IT equipment and software. • Follow up on orders and coordinate deliveries with suppliers. • Liaise with vendors regarding hardware replacements and warranty claims. • Respond to customer enquiries professionally and efficiently. • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions. • Create and maintain technical documentation and internal procedures. • Escalate issues where required and collaborate with technical teams to ensure timely resolution. • Keep customers and colleagues informed of progress and outcomes. • Support continuous improvement of operational processes and service delivery.

• Coordinate incoming support requests and ticket allocation. • Monitor and report on helpdesk activity. • Maintain operational reports and performance trackers. • Manage hardware and software inventories. • Coordinate equipment purchases and replacements. • Work with suppliers and vendors to resolve equipment-related matters. • Assist with customer enquiries and issue resolution. • Maintain support documentation and process guides. • Collaborate with technical teams to ensure efficient service delivery.