Primarily responsible for the resolution and coordination of all Service Management tickets across the assigned location/s. Includes managing all related procedures, monitoring, tracking and coordination of Service Management tickets. Ensures coordination of local IT resources under Manager/Supervisor direction and provides IT relationship management for the local business teams. Reviews and implements relevant current technologies, policies and procedures while supporting projects and initiatives. Assists with capacity planning, performance analysis, and developing proactive resolution plans for the assigned location/s. Provides and oversees effective management of the customer experience during the entire support process. Acts as the lead liaison for key local vendors and technology partners. 

Essential Functions & Accountabilities: