Operations Lead Specialist

Job Description Our client, a leading global IT service provider, is recruiting for an Operations Lead Specialist to join their business in Italy.Requirements/Responsibilities:Responsible for Hands and Feet Support Operations for all the countries in scopeTotal 8 to 10 Years' experience in the Customer Support operations and 6 to 8 years of experience in leading a team for end user supportTeam Management of the EUC Hands and Feet support engineers deployed in all the Countries/Locations in scopeAct as an escalation point for all end User related issues and ensures these are resolved in an appropriate and timely manner to meet agreed SLA expectationsEnsure that all operational processes ( Service Desk, VIP Support, Regional Support and User Desk provisioning ) manage to support organization's SLA requirementsDay to day management of Resource deployment, Ticket Queues, Shift management/Handover, Backfills, SLA/KPI Tracking and recovery plansGovernance and Reporting of the day-to-day operations and participating Daily/Weekly/Monthly Governance meetingsManage End User Technology upgrades as directed by Customer and drive the Customer Initiatives across the EUC areas of scope/countriesHaving knowledge of Service Management and Proficiency in building reports related to incidents and service requests and complianceAbility to multi-task and solve problems innovativelyBilingual language skills are must (English & Italian)