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Firas Ben Ahmed

@firasbenahmed1

Message

I lead multilingual IT support operations, improving SLA performance, service quality, and customer outcomes.

Tunisia

Message

What I'm looking for

I'm looking to lead IT service delivery and support operations where I can improve SLA and KPI performance, coach multilingual teams, manage escalations, and drive continuous service improvement.

At DXC Technology, I lead multilingual IT support operations, manage KPI and SLA performance, and drive improvement initiatives that strengthen service quality and productivity. I also act as Delivery Manager backup, coordinating service delivery and stakeholder communication when needed.

I've built my career across IT service delivery, incident management, and customer support, from resolving complex B2B technical incidents to mentoring Helpdesk staff and supporting a complex Service Desk migration. As an ITIL4-certified Lean Six Sigma Green Belt, I bring structured problem-solving, escalation management, and customer-focused operational leadership in Arabic, French, English, and Spanish.

Experience

Work history, roles, and key accomplishments

Current

Operational Team Lead – IT Support Analyst

Current

DXC Technology

Jan 2019 - Present (7 years 7 months)

Manage and monitor KPIs tracking operational performance, service quality, productivity, and SLA compliance, identifying trends and driving improvement initiatives. Lead, coach, and motivate a multilingual support team, ensuring task completion and maintaining high standards of efficiency, quality, and customer satisfaction.