Bilal Santina
@bilalsantina
IT service delivery lead at CTS coordinating support operations and SLA performance across client environments.
LebanonWhat I'm looking for
At CTS, I lead the IT Support team and coordinate service delivery across client environments. I manage support workflows, SLA/KPI performance, stakeholder communication, and incident follow-up.
I previously worked as a Service Delivery Specialist (L2 Support) at CTS, monitoring desktop support, service desk, and VIP support operations. I also provided management with reports on service performance and contributed to process improvement.
As an IT Support Specialist at CTS, I supported technology users, managed application and system accounts, and maintained technical documentation. I also helped prepare call center representatives to handle customer questions and troubleshoot service issues.
Earlier, I worked as a Call Center Supervisor and Call Center Agent at McDonald's, supporting customer service operations and reporting. My hands-on experience includes Microsoft 365, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID, OneLogin, Jamf School, Canvas LMS, and Freshdesk.
Experience
Work history, roles, and key accomplishments
- Lead and manage the IT Support team to ensure timely, efficient, and high-quality technical assistance for clients, educators, and internal teams.
- Collaborate closely with Project Managers, Account Managers, and the COO to align service delivery with strategic business and client goals.
- Oversee end-to-end service operations for educational technology solutions, ensuring consistent uptime,
- Meet end-user needs, resolve customer concerns, and encourage customer satisfaction
- Monitor the desktop support, IT services desk, and VIP support operations to ensure the highest quality of service.
- Maintaining high performance standards for service-related processes and, as necessary, implementing improvement projects
- Acquiring a thorough understanding of projects to learn about the v
- Training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services
- Answering agent questions regarding best practices or difficult calls
- Provide technical support for computer and technology users
- Perform account management and maintenance for various applications and systems
- Interact with clients on both a techn
-A call center supervisor helps in ensuring agents understanding and complying to all call center objectives, performance standards, and policies.
-Support continuous improvement to achieve consistently excellent customers and employee satisfaction; identifies and recommends improvements in processes, procedures and tools usage
-Communicate and provide feedback effectively to Customer service ma
-A call center agent supports customers by providing helpful information, answering questions and responding to complaints. We help ensure that customers are satisfied with our products
-Take customer orders with appropriate friendly telephone manner
-Provide exceptional customer service
-Receive and Report any customer complaints in a professional manner
Education
Degrees, certifications, and relevant coursework
Forward Mena
Customer Service Leadership
May 2026
Forward Mena
Getting Things Done
Jul 2025
Lebanese International University
Bachelor of Business Administration (BBA), Management Information Systems, General
2016 - 2020
Management Information Systems is an intersection between business and technology. This helps a business operate more effectively and better serve the customer. Similarly we work on implementation of business systems inside of company/organization to improve the work flow and to achieve the goals.
Cisco
Linux Unhatched
Sep 2019
Cisco
NDG Linux Essentials
Sep 2019
Cisco
IT Essentials
Aug 2019
Tech stack
Software and tools used professionally
Availability
Location
LebanonAuthorized to work in
Salary expectations
Social media
Job categories
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