Job Description Ensure that business needs are satisfied through the formulation, development, implementation and delivery of solutions in response to Group IT GS requirements. Manage the overall team plan, structure, schedule and staffing requirements for the programs under scope. Manage the quality projects and in conjunction with service owners, identify and drive continuous service improvement opportunities to enhance Support Management practices Monitor Quality of desk operations and drive improvements and lead the team Review CSAT / DSAT with appropriate teams to ensure continuous improvement. Provide accurate reports to Global Support leadership and team on a weekly and monthly basis. Primary Skills Good knowledge of Quality concepts Coaching and objection handling skills Organizing and steering the engagement team Ensuring overall delivery and quality Secondary Skills Good verbal and written communication skills (English) Knowledge of usage of MS tools – Excel, Word and PowerPoint. Ability to work in fast paced environment.