Manages daily activities of helpdesk areas by scheduling and assigning work, determining methods for doing work, checking quality of work, answering questions, handling personnel issues, and monitoring workflow to ensure timely completion of activities; Evaluates department staffing needs and recommends new positions and applications as appropriate; Manages growth path of individual employees; Leads Tech Support team in cross-functional collaboration across the organization; Provides periodic metric reporting concerning the team’s performance against established objectives; Participates in addressing customer escalation requests, including forwarding the escalation to the appropriate parties; Provides system support and training; Maintains current industry knowledge, evaluates products for the purpose of acquisitions, and evaluates software programs and applications to meet the needs of the organization; Attends various meetings with management, departments, and vendors to ensure objectives are met. Participates in interdepartmental planning; Trains and updates employees on OSS changes and improvements; Develops training programs related to customer service, computer hardware and software as appropriate; Interprets and implements tech support objectives and directives; Establishes operating procedures, policies, and business strategies to support objectives; Establishes and implements customer service policies to ensure quality customer service and subscriber satisfaction; Performs all other related duties as assigned; Travels to customer sites, project areas, business related events, and other Company locations as required.