• Supervise a group of call center associates, monitoring work and attendance according to organizational policy and legal requirements.
• Effectively coach direct reports on performance regularly to ensure performance metrics are met at a minimum weekly.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination if necessary.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls when necessary.
• Conduct team meetings for relevant information dissemination and open forums for input; schedule and organize team activities.
• Stay current on internal work processes, policies, and procedures; attend required manager development training.
• Promote the company values through behavior and attitude, being an advocate for team members.

Technical Proficiency Preferred:

• Experience with Windows Registry, File Systems, User Account & ACLs.
• Knowledge of Event Logs, Auditing, and Performance Monitoring (PerfMon/Resource Monitor).
• Networking skills including TCP/IP, DNS, SMB, Kerberos, PKI.
• Virtualization and server management experience: Hyper-V, SDN, clustering, resilient storage.
• Proficient in administration tools: PowerShell, Group Policy, BitLocker, Windows Update & Shell configuration.