Provides guidance and oversight for ITS service management, including coaching and direction for all Support Engineers, and Service Analysts. Prepares summary reports of performance metrics showing service status and trends. Ensures that effective and prompt communication is provided to end users and management regarding current system operational status, pending changes, and end user updates during planned and unplanned system outages. Measures service performance against service levels, and assists ITS management in vendor and financial management when needed. Coaches the team to provide quality customer service and to clearly communicate technical information and solutions in a user-friendly, professional manner. Ensures the team is equipped and staffed to p
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