Position: Head of Support
Category: Support
English level: upper
Years of experience: 11

• Improved service levels through organization and expansion of the support team
• Developing and maintaining a high level of satisfaction with resolving incidents (CSAT)
• Delivering value to customers in the form of sub-contracted Tier 2 support
• Delivered 100% satisfaction by online/offline users by implementing and managing the support team
I have been working as a team leader for more than 5 years and have a proven track record in creating and operating of support departments. 

Here are the freshest examples of my key responsibilities:

• Structural reorganization of the support departments from 2 managers to full staffing by 13 team members
• Organization of 24/7 technical support (Level 2)
• Creation and control SLA for in-house customers
• Designing KPI system, including performance bonuses
• Incident and problem management - ITSM practitioner (ITIL foundation certification)
I am looking for a company where I'll be able to use my experience,  and face new challenging tasks.