Position: Head of Department
Category: Support
English level: pre
Years of experience: 11

One of the key points in the role of the head of the remote user support department is the management of personnel and the development of the skills of employees. Developed a comprehensive training strategy that allowed not only to increase the competence of employees, but also to improve the quality of user service. In this position, together with the team, developed and organized the optimal structure of the department, which led to increased efficiency and productivity of the team. Thanks to the introduction of automated systems and processes of remote support, the response time to user requests has decreased and the quality of service has improved. As part of the optimization of the department, we developed and implemented the SLA system, as well as additional metrics and indicators of the quality of user service. These measures made it possible to improve the quality and reduce the response time to user requests. We also organized effective cooperation with other IT services within the company, which made it possible to speed up the resolution of user requests and significantly reduce downtime. In order to increase productivity and control the quality of service, we developed and implemented a system for monitoring reports and quality control. Thus, we strive to constantly improve the quality of user service and the productivity of the department. Thanks to all these achievements, he became not only an experienced manager, but also a recognized expert in his field. I strive for development and improvement.
The main projects in which he participated: integration of enterprises into the IT management system, transfer of users to remote work (more than 10,000), conducting process audits, writing technical specifications for creating reports on process metrics, team management (identification of weak points with further training).
I see my development in the direction of building a support service from "0" and higher level management.