Drive efficiency and protect margins — keep tickets moving and technicians focused, so time is spent where it creates value: ensuring a minimum of 6.5 billable hours logged per 8-hour shift, catching tickets that quietly over-consume time, and preserving both profitability and the client experience. Lead and develop the Service Team — direct day-to-day management of the Reactive, Escalated, and Service Coordination teams, including staffing, ticket life-cycle, and workload balancing by role and skill level.