1 to 25 of 47 Permanent SLA Jobs in the Midlands

administration. To be our Service Desk Engineer, you will be able to communicate effectively with the customer and manage technical queries in line with Littlefish standards and customer specific SLA's. What are we looking for in the successful candidate? Previous experience within a 1st and 2nd line IT service desk or similar technical role Previous experience using ITSM case More ❯

a large IT Support Team/s. A real leader, who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels/SLA s with both colleague and customer satisfaction. Office based role, based in Stoke on Trent however the client have offices throughout the UK. More ❯

a large IT Support Team/s. A real leader, who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels/SLA’s with both colleague and customer satisfaction. Office based role, based in Stoke on Trent however the client have offices throughout the UK. More ❯

a large IT Support Team/s. A real leader, who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels/SLA’s with both colleague and customer satisfaction. Office based role, based in Stoke on Trent however the client have offices throughout the UK. More ❯

update the service catalogue and asset inventory, ensuring alignment with cyber security requirements and business priorities. • Audit - continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity. • Integrations - Implement and configure integrations with other business tools using API's/Webhooks/Plugins. • Collaboration - Work with More ❯

management and prioritisation Experience coaching and mentoring in a support team setting Excellent skills in documentation, organisation, and reporting A solid understanding of service KPIs and metrics such as SLA, OLA, KPI, and CSAT Proficiency in Microsoft applications, particularly Excel and Outlook Excellent interpersonal and communication skills across all levels of the business OUR PEOPLE Simplify believes diversity brings benefits More ❯

Virtualisation, LAN/WAN Networking, VoIP Desktop, Software & Hardware Support ?? What You'll Do: Lead and improving a UK-wide Microsoft Cloud & O365 infrastructure Manage 3rd party vendors and SLA's to drive service excellence Deliver strategic IT projects to enhance capacity and performance Ensure GDPR compliance and cybersecurity resilience Act as the technical authority at 3rd/4th line More ❯

based on customer-specific challenges and threat landscapes. Collaborate on statements of work (SOWs) and influence product roadmaps. Service Delivery Assurance Oversee performance and quality of services delivered, ensuring SLA and KPI compliance. Implement governance mechanisms and standardised methodologies. Act as the primary escalation point for complex engagements. Conduct regular client reviews to identify enhancement opportunities. Budget and Financial Management More ❯

to the Service now application so that all tickets can be effectively tracked and managed and you will be expected to provide first line support whilst working within agreed SLA's. You will also be responsible for the efficient and timely escalation of issues and keeping customers informed of progress and/or resolution. You will be expected to identify More ❯

internal technical teams, customer stakeholders, and service management to ensure aligned delivery, transparency, and issue resolution throughout the mobile lifecycle. The role requires strong coordination skills, incident queue management, SLA adherence, desirable knowledge of mobile automation tools, and a commitment to supporting the end-user mobile estate. What you'll need The ideal candidate will have several years of experience More ❯

MI packs for senior management. Collaborate with IT to scope and build daily operational reporting tools and distribute daily performance reports across internal and external teams. Build and maintain SLA and KPI reports for both clients and internal teams. Develop peak planning documents for multiple fulfilment sites. Interpret customer forecasts to align resource planning. Identify and recommend process and productivity More ❯

to Batch Management and Event Monitoring. The Responsibilities Batch Monitoring and Management. Event/Alert Monitoring and Management. Incident Management - respond to service calls and resolve incidents to ensure SLA targets are achieved. Patch Management. Increase the First Time Fix rate. Adhere to escalation procedures. Assist with technical escalations for other team members. Monitor call queue and follow up with More ❯

to Batch Management and Event Monitoring. The Responsibilities Batch Monitoring and Management. Event/Alert Monitoring and Management. Incident Management - respond to service calls and resolve incidents to ensure SLA targets are achieved. Patch Management. Increase the First Time Fix rate. Adhere to escalation procedures. Assist with technical escalations for other team members. Monitor call queue and follow up with More ❯

supporting compliance, you'll play a key role in keeping our customers' environments running smoothly. What you'll do Manage and resolve network incidents and service calls to meet SLA targets Increase First Time Fix rates and reduce escalations Monitor call queues and follow up with specialist teams Support technical escalations and assist team members Ensure accurate documentation and incident More ❯

IT, OT and network systems (VLANs, DHCP, switch config, patching). Maintain site CCTV, access control systems, wireless APs and local servers. Manage service tickets (Caretaker SMAX) and ensure SLA compliance. Provide 1st/2nd line user support and act as a key IT contact for operations. Assist with vendor coordination, documentation and project work. Occasional UK/international travel More ❯

categorising it and agreeing to sign off by the customer. Monitoring and tracking - Tracking the progress of the incident and keeping the customer informed of progress. Responding within agreed SLA's to all queries and incidents. Achieve a consistent quality of service i.e. hitting targets set. Provide routine advice to customers on the system, products and services. Accurate recording of More ❯

process management, and people leadership. Key responsibilities of the role: Lead and manage support teams, driving a culture of accountability, collaboration, and innovation. Oversee ITIL-based service delivery, ensuring SLA/KPI targets are consistently met. Manage Jira Service Desk operations, incident resolution, and root cause analysis. Build insightful Power BI dashboards to track and report on service performance. Act More ❯

RESPONSIBILITIES: Deliver professional and effective responses to technical issues, logging all work through the case lifecycle. Handle complex technical escalations through to resolution, resolving incidents and service requests within SLA targets. Proactive management of end-user environments, with a strong emphasis on Apple ecosystem technologies and enterprise device management using Jamf Pro. Manage workload effectively, balancing priorities with business needs. More ❯

resolution and effective communication. Your main duties: Lead the management of major incidents across all in-scope organizations. Enhance the efficiency of the major incident process. Produce and analyze SLA/KPI reports to improve service quality. Facilitate technical and managerial conference calls during incidents. Provide clear and timely communication to clients. Ensure smooth handover to Problem Management with actionable More ❯

infrastructure capabilities Analyze, document and update business requirements and manage changes made to requirements. Work with S2P Reporting Team & SM Engineering to develop scorecards & KPIs to monitor and track SLA and manage the vendor relationships, to ensure adequate performance & stability. Pro-actively work with the wider team on the day-to-day technical queries related to system logic and perform More ❯

expenses covered. Customer Support Engineer Responsibilities: Ensure customers receive the highest level of customer support and service. Respond to and record all incoming technical calls and emails within agreed SLA, ensuring all responses and resolution dates are met in accordance with the company's quality systems. Manage warranty claim requests and working collaboratively with other service teams and managers. Carry More ❯

Other key accountabilities include: - • Provide customer service support by troubleshooting application issues and documenting root cause, keeping stakeholders always updated. • Ensure standard requests are completed for the business within SLA and small application changes are delivered in line with priorities, keeping business stakeholders always updated. • Work with architects and other colleagues to ensure software upgrades are completed as required to More ❯

Product Lead - Salesforce and offers excellent development opportunities with a clear path to Product Lead position in the future. Key Responsibilities: Manage and support various IT platforms while ensuring SLA compliance Lead and motivate cross-functional teams during development projects Provide technical support and resolve customer queries Facilitate collaboration and communication among team members Host workshops and maintain documentation Support More ❯

Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You'll also work closely with your global peers, Product, and Support Operations, to continuously raise the bar on operational excellence and user outcomes. The More ❯

Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You'll also work closely with your global peers, Product, and Support Operations, to continuously raise the bar on operational excellence and user outcomes. The More ❯