Position: General Manager/Team lead
Category: Lead
English level: upper
Years of experience: 11


Nineteen years in the IT industry, eleven of them are as a support representative (Front-line, second-line, 
third-line).  I have held responsible positions in several companies specializing in  IT services as a general 
manager, system administrator, support engineer, QA engineer,  and technical writer. Practical experience 
includes system administration/DevOps, support, testing, and people management. 
Around nine years of experience as a team/tech lead.  
- Built healthy company culture
- Drives the partnership with process owners and stakeholders to promote and execute service improvement 
opportunities specific to the business's service needs  
- Provide client-facing support
- Lead,  prioritize, and facilitate support incidents and problems. 
- Task delegation and coaching of support staff 
- Develop ITSM metrics for the support team 
- Drives activities as the single point of contact across different  company units

Roles:
- support team lead;
- 3d line support engineer;
- operation engineer;
- lead system engineer;
- mentor;

Responsibilities:
-  Drives the partnership with process owners and stakeholders to promote and execute service improvement opportunities specific to the business's service needs 
-  Provide client-facing support
-  Lead,  prioritize, and facilitate support incidents and problems.
-  Task delegation and coaching of support staff
-  Develop ITSM metrics for the support team
-  Drives activities as the single point of contact across different company units
What I'm looking for.
direct engineering hands-on involvement 
managing a team 
opportunity to learn and apply emerging technologies