1 of 1 Permanent Escalation Management Jobs in Cambridge

improvement and strong leadership. Key Skills - Lead and mentor a team of 1st to 3rd line engineers, fostering technical development and service excellence Own the incident, request, problem, and escalation management processes, ensuring SLAs and KPIs are met Act as the final technical escalation point for complex issues across Windows, M365, and network environments Champion ITIL-aligned … Work closely with infrastructure, networking, and cloud teams to ensure end-to-end service continuity Drive adoption of automation, standardisation, and process optimisation initiatives Support onboarding/offboarding, license management, and asset tracking Ensure compliance with company security and data handling policies Collaborate with stakeholders, department heads, and external vendors as required Technical Skills - Strong experience with Windows OS … Active Directory , Group Policy , Exchange/M365 , Intune Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs) Familiarity with endpoint management tools (e.g., SCCM, Autopilot, RMM tools) Experience using service desk/ticketing platforms (e.g., ServiceNow, Freshservice, HaloITSM) Leadership and Management - Proven experience in managing a service desk or technical support team Strong stakeholder communication and conflict resolution More ❯