20 of 20 SLA Jobs in the West Midlands

authentication tools Diagnose and resolve networking issues (DNS, DHCP, TCP/IP) Log, update, and resolve tickets within the ITSM system, ensuring SLA adherence Escalate complex issues to 3rd line or infrastructure teams where required Assist with IT projects, system upgrades, and hardware deployments Maintain clear and accurate documentation ...

passionate about making an impact. You’ll need: · Experience working within an ITIL-aligned environment, managing incidents, service requests and escalations while consistently meeting SLA targets and prioritising workload effectively. · Strong customer-focused approach, with clear communication skills and the ability to support users at all levels within a front ...

problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required ...

Drive adherence to ITSM processes (Incident, Request, Problem, Change), identifying and implementing continuous improvements. Produce and present insights on performance metrics, service trends, and SLA/KPI delivery. Manage multiple vendors to ensure effective, long‐term delivery of IT services. Collaborate with Service Management and delivery teams to resolve service ...

maintaining technical documentation and knowledge base articles Working closely with senior engineers, third-party suppliers, and internal stakeholders to maintain service continuity and SLA performance What we're looking for: Network Support, or Infrastructure Engineer role, ideally within an MSP environment Strong hands-on networking experience across switching, routing, wireless ...

fast-paced MSP environment Ensuring efficient handling of incidents, requests, and escalations Acting as an escalation point for complex technical issues Monitoring SLA performance and driving service improvement Coaching and mentoring engineers and team leaders Supporting process improvement and service maturity initiatives Working closely with wider technical teams including infrastructure ...

fast-paced MSP environment Ensuring efficient handling of incidents, requests, and escalations Acting as an escalation point for complex technical issues Monitoring SLA performance and driving service improvement Coaching and mentoring engineers and team leaders Supporting process improvement and service maturity initiatives Working closely with wider technical teams including infrastructure ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting ...

picking up queries through the IT ticketing system and face to face so getting to the heart of a customers' problems and resolving within SLA's & OLA's Knowledge of Incident & Problem Management and Request Fulfilment Experience of project work, replacing and imaging high volumes of devices Working ...

their team to provide technical support within the business. The right candidate will be responsible for managing incidents, service requests, and change requests within SLA, ensuring high-quality support. You'll join a small team with hybrid working available after training. Key Responsibilities Support and troubleshoot products and systems Investigate ...

implement secure, scalable data integration and ETL solutions using Talend and Unix Build and maintain data pipelines (ingestion, transformation, curation) with monitoring, alerting, and SLA adherence Collaborate with stakeholders to define requirements aligned to non-functional requirements (performance, cost, security) Support incident resolution and ensure service continuity Contribute to Agile ...

Translate business priorities into operational action Provide clear feedback on risks, capacity, and performance 5. KPI & Performance Management Own and drive service KPIs, including: SLA performance Ticket ageing and backlog Escalation rates and repeat issues KPIs are used to improve outcomes, not just produce reports. 6. Process & Structure Improvement Continuously ...

technology team based in Solihull. The Role You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction click apply for full job details ...

support engineering and operational teams. Commission monitoring across network devices, access infrastructure and Layer 1-3 equipment. Define baseline performance metrics, thresholds and SLA-led alerting. Work closely with network and operational teams to align monitoring with changing infrastructure requirements. Support the use of analytics-led monitoring for anomaly detection ...

hands-on technical expertise, and client service ownership . You will ensure the efficient delivery of onsite support while maintaining high service standards, strong SLA performance, and excellent client relationships. Due to the field-based nature of this role, the successful candidate must hold a full UK driving licence … Field Support function , ensuring high-quality onsite support for clients Coordinate and dispatch Field Engineers in response to tickets, incidents, and client calls, maintaining SLA performance Act as the senior technical escalation point , providing expert guidance and hands-on support when required Manage, mentor, and develop the Field Engineering team ...

given targets with zero intervention from Team Leader such as: - Ticket logs are maintained in a timely and efficient manner (in line with SLA's) - Constantly review all tickets in 1LS queues (supporting set KPI's) - Working to aid avoidance of SLA breach on tickets - Manage aged tickets to closure. ...

technology team based in Solihull. The Role You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success. … Minimum 5 years' Service Desk Management experience Strong technical support background is essential Proven experience leading and supporting service desk teams Strong understanding of SLA/KPI-driven environments A team player with a hands-on leadership style Process-driven with excellent organisational skills Passionate about helping and developing support ...

technology team based in Solihull. The Role You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success. … Minimum 5 years' Service Desk Management experience Strong technical support background is essential Proven experience leading and supporting service desk teams Strong understanding of SLA/KPI-driven environments A team player with a hands-on leadership style Process-driven with excellent organisational skills Passionate about helping and developing support ...

Job summary The post holder will be responsible to act a a first point of contact for all IT related queries. The post holder will have the expertise to handle a high volume of calls ...

Target first-touch resolution for all queries. Oversee implementation orders and track all in-flight projects. Ensure Customer Experience Executives deliver structured, SLA-aligned responses. Own all customer cases, engaging specialist teams where needed. Maintain CRM accuracy and onboard new service pillars with correct billing. Run daily case reviews … end. Work with Customer Success to drive product adoption and retention. Collaborate with wider teams to ensure a consistent customer experience. Governance & Compliance Ensure SLA adherence and escalate risks appropriately. Maintain regular service review cycles, including performance, lifecycle, and end-of-life planning. Success Measures Net value retention SLA achievement ...