1 of 1 Permanent Escalation Management Jobs in Surrey

enterprises-benefit from trusted, innovative, and future-ready IT services. Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy. Role Overview: As Head of Operations - Camberley Branch IT MSP - You will be responsible for the leadership … team leaders across multiple shifts Ensure the Helpdesk function meets or exceeds defined SLAs, KPIs, and customer satisfaction targets. Own day-to-day service operations, including incident, request, and escalation management processes. Implement and maintain ITIL best practices across all helpdesk operations. Monitor and report on operational metrics and performance trends, providing regular updates to senior leadership. Collaborate … with Service Delivery Managers, Account Managers, and Technical Escalation teams to resolve issues and deliver continuous service improvement. Drive standardisation and automation of helpdesk processes to enhance service quality and efficiency. Manage resource planning, including workforce management, shift patterns, and holiday cover. Support the onboarding of new clients and services into the helpdesk function. Manage vendor and tool More ❯