I have over 10 years of experience in managing end-user support teams, including roles as a Team Lead and Senior Manager. I have successfully led teams of up to 50 support specialists, ensuring high service levels and customer satisfaction. My approach involves clear communication, regular performance reviews, and continuous training to keep the team updated with the latest technologies and support strategies.

In such situations, I prioritize issues based on their impact on business operations and user experience. I ensure that my team is well-coordinated, leveraging tools like incident management systems to track and resolve issues efficiently. I also maintain open communication with stakeholders to keep them informed and manage expectations.

I focus on proactive support by implementing self-service options, such as knowledge bases and FAQs, to reduce common support requests. Regular feedback loops with users help identify pain points and areas for improvement. Additionally, I emphasize continuous training for my team to enhance their problem-solving skills and customer interaction techniques.

I align my team with company goals by setting clear objectives that are tied to overall business priorities. Regular team meetings and one-on-one sessions help in communicating these goals and tracking progress. I also encourage a culture of accountability and recognition to motivate the team to achieve their targets.

In my previous role, I introduced a new ticketing system to streamline support operations. I conducted thorough training sessions and provided ongoing support to ensure a smooth transition. By monitoring the system's performance and gathering feedback, I was able to make necessary adjustments, resulting in a 20% increase in issue resolution efficiency.