What a day in the life looks like:Acts as the voice of the customer within the organization, advocating for their support/technical needs and concerns.
Manage team's case queue and ensure the IT Support team is properly handling cases in a timely manner
Act as point of escalation for challenging customer technical issues that the support agents cannot resolve independently
Manage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriate
Monitor team performance, provide regular feedback, and conduct performance evaluations to ensure individual and team success.
Continuously seeking ways to improve support processes and workflows to enhance customer satisfaction and efficiency.
Encourage knowledge sharing among team members to increase collective expertise.
Conducts regular team capacity checks to ensure current and future growth is planned for and outlines what is needed from documentation, enhanced process, better tool usage,



and resource adjustment perspective
Identifies risks and gaps within the support team and/or specific client accounts and reports appropriately to SDO leadership and/or manager
Helps formulate solution and/or action plans related to operational or support related initiativesWhat you bring to the tea
m:5+ years of IT Customer Support Manageme
nt BS/BA, Computer Science, MIS, or equivalent degr
ee Strong customer IT service skills and ability to multi-ta
sk Strong analytical, communication, and problem-solving skil
ls Fluency in English
Preferred Qualificatio
ns: Strong knowledge of Logistics/Transportation Management Softw
are Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, et
c.
)Demonstrated commitment to continuous improvement and team build

📌 It Customer Solutions Team Leader - Bilingual (Xico)
🏢 Infios
📍 Xico