I have managed a team of five help desk technicians, overseeing daily operations, assigning tasks, and ensuring timely resolution of technical issues. I conducted regular performance reviews, provided mentorship, and implemented training programs to enhance team skills. This experience has equipped me with strong leadership and problem-solving abilities.

I prioritize tickets based on severity and impact, using tools like ticketing systems to track and manage workflows. Urgent issues are addressed immediately, while less critical tasks are scheduled for later resolution. I also ensure clear communication with users to set expectations and maintain transparency.

I remain calm under pressure by focusing on problem-solving and maintaining open communication with the team. I break down complex issues into manageable steps and delegate tasks when necessary. Regular breaks and self-care practices also help me stay focused and productive.

I regularly review team performance metrics, identify areas for improvement, and provide targeted training. I encourage feedback from team members and users to refine processes. Additionally, I stay updated on industry trends and implement best practices to keep the team ahead of technological advancements.

I once resolved a network outage that affected multiple departments by quickly identifying the root cause, coordinating with network engineers, and implementing a temporary fix until a permanent solution was deployed. This experience highlighted my ability to think critically and work collaboratively under tight deadlines.