2 of 2 Performance Metrics Jobs in Northamptonshire

service standards that have made this business award-winning. Key Responsibilities Lead, mentor, and develop a team of 7-8 service desk engineers, driving performance and professional growth Act as the senior escalation point for complex technical issues, ensuring swift and effective resolution Own SLA management, ticket workflows, resource … planning, and shift coverage across the service desk Monitor and report on team KPIs and metrics, presenting findings to senior leadership Drive continuous improvement across processes, tooling, and service delivery standards Manage client escalations with professionalism, maintaining strong relationships and high satisfaction Conduct regular 1:1s, team meetings ...

Intune environments * Manage user onboarding, offboarding and access controls * Improve support processes, documentation and service standards * Introduce and monitor practical SLAs and performance metrics * Produce meaningful reporting on ticket volumes, service performance and recurring issues * Support CRM and SaaS platforms including user administration and permissions * Contribute ...