1 to 25 of 27 SLA Jobs in the North West

Specification Experience Essential Excellent customer service skills, and be able to remain calm, patient and polite in all situations Experience of handling/resolving IT related queries within agreed SLA timeframes, escalating as necessary or demonstrable experience of customer facing role Qualifications Essential A level, BTEC, NVQ level 3 or equivalent further education qualifications. Skills Essential Good technical problem solving More ❯

and software installations. Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line). Deliver excellent customer service, keeping users informed and ensuring SLA targets are met. Skills and Requirements CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential. IT-related qualification (college, apprenticeship, or degree); preferred but not More ❯

and software installations. Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line). Deliver excellent customer service, keeping users informed and ensuring SLA targets are met. Skills and Requirements CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential. IT-related qualification (college, apprenticeship, or degree); preferred but not More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

when spares are available, enabling a quick resolution with minimum inconvenience to the end user Ensure ticket logs are maintained in a timely and efficient manner (in line with SLA’s) To perform IMAC activities when formal requests are raised To qualify: Must be eligible to obtain UK Security Check (SC) clearance , which typically requires 5 years of continuous residency More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

incident responses. Support the ICT security incident response process and maintain the ICT Risk Register. Manage security dashboards (SIEM, FortiMail, FortiConsole, SOPHOS, Windows Defender). Oversee job assignments and SLA performance across teams. Support projects aligned with the Cyber Assessment Framework (CAF). Assist in updating and maintaining IT security policies and procedures. Support strategic projects. Training Why choose our More ❯

management, or technical delivery within a B2B software or infrastructure environment• Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation• Solid understanding of SLA frameworks, incident management, and service models• Excellent communication and stakeholder management skills, including the confidence to present to senior leaders• Ability to coordinate cross-functional teams and manage priorities effectively More ❯

for a proven Service Desk Manager who has experience in pushing through change, by identifying problems and coming up with solutions that improve the Service Desk function. Experience managing SLA's and monitoring KPI's is also essential & you will join an already established service desk team which offers hybrid working, so 3 days in the office, 2 days working More ❯

incident responses. Support the ICT security incident response process and maintain the ICT Risk Register. Manage security dashboards (SIEM, FortiMail, FortiConsole, SOPHOS, Windows Defender). Oversee job assignments and SLA performance across teams. Support projects aligned with the Cyber Assessment Framework (CAF). Assist in updating and maintaining IT security policies and procedures. Support strategic projects. Desirable skills: Strong interpersonal More ❯

move. Responsibilities Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users. Managing and optimising ticket workflows to meet strict SLA targets. Identifying and resolving bottlenecks to keep things running smoothly. Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on. Continuously improving support More ❯

Rules Queues and Auto-Response Rules Automation & Productivity Flows (screen flows, record-triggered flows for case automation) Approval Processes (e.g., case escalations, discounts) Reporting & Analytics Reports & Dashboards (service performance, SLA compliance, agent productivity) Einstein Case Classification & Recommendations Customer & Channel Support Customer Community/Experience Cloud Live Chat/Live Agent (real-time support channel) Desirable Experience Salesforce Lightning Experience Salesforce More ❯

immersed in all things IT! Supported by the Managing Director who has a track record of successful apprentices. Role Providing 1st line helpdesk support to customers in line with SLA’s Conducting password resets and setting server permissions Providing initial support for tech queries Troubleshooting technical issues Installing, testing and maintaining hardware such as laptops, firewalls, desktops, switches and networks More ❯

of customer satisfaction Take responsibility and ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and in compliance with their agreed Service Level Agreement Candidate Requirements: Able to work on your own with minimal supervision and to be able to manage your time effectively and pro-actively Good level of mechanical/electrical More ❯

months. The responsibilities of the role Take ownership of the service desk and our customers by acting as the client's escalated point of contact for operational matters. SLA management. Day-to-day leading of the service desk and ensuring that the scheduling is efficient. End to end complaint management and resolution. Delegating and ensuring day to day tasks are More ❯

and tracking. Key responsibilities Process all global new joiners and leavers requests and be the main point of contact for all queries, ensuring all requests are inline with current SLA's and liaising with office on stock movements Track and monitor license usage, ensuring maximum reasonable asset utilisation Removal of unused licences by identifying and deactivating redundant software from users More ❯

track record of delivering IT solutions that enable business change at scale. • Excellent stakeholder management skills, with the ability to influence senior executives. • Strong commercial awareness, including contract and SLA negotiation. • Exceptional written, verbal, and presentation skills. • Business acumen and understanding of how technology creates value. • Experience applying business change management to reduce risk and ensure success. Preferred • Project management More ❯

track record of delivering IT solutions that enable business change at scale. • Excellent stakeholder management skills, with the ability to influence senior executives. • Strong commercial awareness, including contract and SLA negotiation. • Exceptional written, verbal, and presentation skills. • Business acumen and understanding of how technology creates value. • Experience applying business change management to reduce risk and ensure success. Preferred • Project management More ❯

Job Description As Chief Operating Officer, the responsibilities will include: Lead all operational functions including customer delivery, support, field operations, logistics, and network operations. Drive improvements in customer experience, SLA performance, and operational KPIs. Build scalable, standardised processes and implement 24/7 proactive support capabilities. Develop and mentor operational leaders, fostering a high-performance, customer-first culture. Oversee large More ❯

activity to generate first meetings and SQOs; collaborate with Marketing, vendors and alliances on campaigns; support events and timely follow-up. Lead Management & Qualification - Respond to inbound leads within SLA; run concise discovery to confirm need, timing, stakeholders and next step; qualify using industry standard methodologies, create opportunities in CRM, and agree mutual next steps. Nurture long term leads in More ❯

activity to generate first meetings and SQOs; collaborate with Marketing, vendors and alliances on campaigns; support events and timely follow-up. Lead Management & Qualification - Respond to inbound leads within SLA; run concise discovery to confirm need, timing, stakeholders and next step; qualify using industry standard methodologies, create opportunities in CRM, and agree mutual next steps. Nurture long term leads in More ❯

activity to generate first meetings and SQOs; collaborate with Marketing, vendors and alliances on campaigns; support events and timely follow-up. Lead Management & Qualification - Respond to inbound leads within SLA; run concise discovery to confirm need, timing, stakeholders and next step; qualify using industry standard methodologies, create opportunities in CRM, and agree mutual next steps. Nurture long term leads in More ❯