- – Develop operational strategies to enhance client-focused legal service delivery.
- – Lead improvements in case management, workflow, and information management systems.
- – Establish policies and performance measures to ensure consistency and continuous improvement.
- Lead and develop Service Desk team; manage performance and training.
- Oversee daily operations, incident management, and user communications.
- Implement ITIL best practices; enhance service delivery and reporting.
- – Respond to customer inquiries via phone, email, and chat promptly and professionally
- – Resolve customer complaints and issues to ensure satisfaction and retention
- – Maintain accurate records and collaborate with team members for service excellence