Manage the help desk staff and evaluate performance?
Triage incoming support requests and assign to appropriate team members?
Helpdesk Case Management
Identify, prepare, and/or ensure completion of high-quality deliverables to include user guides, technical documents, training documents, performance reviews, KPI reports, SOPs, and other key operational documents
Participate in escalation and crisis management activities to address service interruptions across all supported environments.
Reporting Experience- Microsoft Power BI or other reporting tools.
Team Member Ticket Activity Report.
Knowledge of Azure AD & On Premises AD, Endpoint detection & Response solutions, Endpoint Management- Intune.