Manage ticket escalations Create, check and update internal policies Provide trainin for new hires Create and assign schedules for the Duty Managers team.

Create and assign schedules for the helpdesk team. Tickets creation and follow up. Lead projects according to the site requirements. Direct communication with clients. Internal policies check and update

Manage active directory Level 1 Support for agents and staff working on site and from home. Windows configuration in production environments. Computers set up and hardware repair. Tickets creation and follow up. Direct communication with clients