William Hill

Director of Support Services @Novatech

As Director of Support Services I\'m responsible for leading a team of IT network engineers to ensure exceptional service and technical support for our clients. I oversee our client facing support operations, implement best practices, and drive continuous improvement to meet client satisfaction goals. Highlights: • Develop and implement strategies to optimize the support services department, ensuring efficient ticket handling, timely resolution of client issues, and high customer satisfaction • Implement and monitor quality assurance processes to ensure consistent service delivery and adherence to industry best practices • Manage and mentor a team of IT professionals, providing guidance and support to ensure that they have the necessary skills and resources to perform their roles effectively • Stay updated with industry trends and emerging technologies, providing recommendations for improvements in support tools, processes, and methodologies • Foster a customer-centric culture within the support team, promoting a positive and professional work environment