Technical Support Lead

На данный момент Technical Support Lead.

Мои компетенции и опыт

About

Support Team Lead who raised CSAT from 3.9 to 4.6 (+18%) and cut MTTR by 59% on a major project.

For the past 2 years I have fully owned a technical support team using ITIL 4 practices. I drive SLA performance, core metrics (CSAT, FCR, FRT, MTTR, Chargeability) and continuous improvement. I actively apply AI tools to reduce L1 workload and scale team efficiency.

Key results:

• Increased technical support CSAT by 18% (from 3.9 to 4.6)

• Reduced incident resolution time by 59% on a major project in 2 months

• Grew support billable hours more than 6× on a key client project

• Improved department Chargeability by 51%

• Built processes on the L’Oreal project that led to contract renewal and a doubled support budget

I specialize in incident & problem management, knowledge base development, process automation, cross-functional collaboration with product and development teams, and people leadership (mentoring, 1:1s, competency development, hiring).

Open to Head of Support and Support Team Lead roles.

Based in Serbia. Primarily focused on Europe (remote or relocate).

High flexibility across timezones. Prefer roles with CET/CEST overlap when possible (contractor, EOR or permanent).

Expirience:

Oggetto (3 years) – Technical Support Lead 

Fully managed the entire technical support team and substituted for Project Manager on a key client project (10+ people). Owned SLA, operational metrics, client communications and continuous process improvement. Applied ITIL 4 practices and AI tools to increase team efficiency.

Team Management
• Raised department Chargeability by 51%
• Improved CSAT from 3.9 to 4.6 (+18%)
• Conducted 50+ 1:1s, mentored trainees and hired specialists
• Controlled ≈ 2000 advanced support tickets per year while keeping SLA at 100%

Technonicol Project
• Reduced incident resolution time (MTTR) by 59% in 2 months
• Grew support billable hours more than 6×
• Owned troubleshooting, monthly SLA reporting and on-call coordination

L’Oreal Project
• Built structured processes for content and support tasks (97% of tasks under control)
• Result: client renewed the contract and doubled the support budget

Tools & Process Improvements
• Delivered full-cycle internal Redmine plugin for SLA calculation (reducing the company's operating expenses)
• Strengthened knowledge base (1.5× faster updates, ~2× higher adoption)
• Implemented AI-assisted workflows to reduce first-line volume