·        Able to handle urgent and complex support issues and coordinate the effort within the IT Operations Team.·        Act as an escalation point for all IT requests and incidents.·        Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow within the IT Operations team.·        Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as-needed basis.·        Responsible for daily ticket analysis and developing strategies for improvement·        Monitor all IT communication channels on Slack, MS Teams, and email·        Responsible for participating in escalation calls as needed·        Review and approve purchase orders responsibilities·        Review survey feedback to improve services, tools, and support experience·        Provide extensive VIP Support for 70+ Corporate Executives and dispatchers from HQ·        Working as primary technical support between tier 2 and the systems/network team·        Understanding Microsoft Directory, Group Policy, DNS, and certificates (Windows PKI)·        Experience with SCCM on Image deployment, SCEP, and Deployment on Windows, Mac, and Linux·        Good troubleshooting technique on physical workstations, laptops, printers, etc.·        Responsible for deploying and maintaining company's in-house security tools·        Participate in the on-call rotation as an IT Operations Team Lead.  
