.**Responsibilities and Duties**- Support in the oversight of all Service Desk systems activity and compliance, ensuring accurate and timely data entry.- Assist with process definition, implementation, and improvements to ensure Service Desk and Verifications meets contractual and customer expectations.- At all times drive to increase the ability of the Service Desk to resolve requests under the SLA established per priority.- Conduct quality audits both with ticket / data entry and call quality. Coach, and encourage continuous improvement for all operational aspects to achieve optimum performance- Ensure company processes and procedures relating to both customer support are adhered to, proactively monitoring and reporting on compliance of the Service Desk.- Ensure customer support SLA's are met for all customer with defined contractual obligations.- Maintain control of KPI goals (CSAT, SDR (MTTR), Backlog and share data analysis in Daily Management- Measure performance with operations daily productivity KPIs such as abandon rate, speed answer, etc.- Report on customer support teams' performance against goals/ metrics and take appropriate action to ensure expected results are achieved- Monitor and manage US Support queues compliance and activity, ensuring the appropriate levels of activity to meet customer demand.- Perform administrative functions such as vacation scheduling, roaster and attendance, employee performance tracking, daily management board (QDIP) maintenance, and applicable countermeasure action.- Keep senior management informed about recurring issues or problems.- Develop new process improvements and use technology to increase efficiency in existing operative processes.- Assist in the ownership of Service Desk customer escalations, ensuring a high level of customer service.- Maintain an in-depth knowledge of Teletrac Navman's products and solutions, and be seen as a point of authority in terms of product knowledge- Provides after-hours on-call support as needed.- Set clear annual objectives for their team and individual weekly action plans for improvement.- **Establish and maintain positive and effective working relationships with all team members.**- **Be able to work cross functionally, and have difficult conversations when needed**- May be required to assist with after hour technical support on a rotational basis throughout the year, but not limited to this period as this would be dependent on the Operational requirements.- Drive individual employees career planning and succession planning within the team- Ensure the effective and robust use of Teletrac Navman recruitment processes to build the team as and when required- Ensure the effective and robust use of Teletrac Navman performance management processes when required- Recognise and promote the value each team member brings to the team- Work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them