Provide daily operational oversight of the L1 support team, including ticket intake, workload distribution, and process adherence Monitor ticket queues, aging, and backlog to ensure timely resolution or escalation Act as the primary escalation point for complex or aging L1 tickets Ensure incidents and service requests are logged, categorized, prioritized, and resolved in accordance with ITIL practices Conduct regular team check-ins to review performance, risks, and operational issues Identify recurring issues and contribute to root cause analysis with higher support tiers Ensure proper use and continuous improvement of Knowledge Base (KB) articles Coordinate with internal teams to maintain up-to-date documentation and solutions Monitor proactive alerts and ensure timely response from the L1 team Communicate risks, service degradation, and trends to the Service Delivery Manager Scope of Support : Windows and Mac OS end-user support Citrix and VDI access and connectivity support (L1 scope) Basic network troubleshooting (wired and wireless) Password resets, account access, and user provisioning Exchange shared mailboxes and distribution list management Service Level Accountability Ensure adherence to agreed SLAs, including: Average Speed of Answer First Call Resolution Customer Satisfaction Average Handling Time Ticket Quality Assurance Track, analyze, and report operational metrics Proactively flag SLA risks and trends

Manila