Receive, triage (assess type and priority) and route tickets to consultants;
Monitor the ticket lifecycle from assignment to solution delivery by consultants, through daily contact and follow-up with consultants;
Facilitate communication between consultants and clients to remove impediments such as lack of access and other blockers;
Facilitate communication between consultants and clients for events required to address the ticket, such as creating working groups in Teams or scheduling meetings;
Update the client with basic information on ticket status and estimated resolution time;
Act as a facilitator for the Service Manager in squad administrative activities, such as approving hours for consultants;
Serve as the client's first point of contact when they need support prioritizing a ticket.