- Serve as the primary point of contact for escalated technical issues.
- Serve as the primary point of contact for the federal client for all OSC issues.
- Ensure all requests are logged, prioritized, and resolved within the SLA.
- Assist with complex technical troubleshooting and resolution.
- Ensure high-quality support and timely responses to user requests.
- Develop strategies for improving your OSC performance and customer satisfaction.
- Communicate effectively with end users regarding their technical issues and resolution steps.
- Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
- Maintain and manage the OSC tools, software, and ticketing systems.

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