2 of 2 Permanent Escalation Management Jobs in the West Midlands

driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance. Key responsibilities include: Leading and developing the service desk team in a fast-paced MSP environment Ensuring efficient handling … 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, cloud, and projects Contributing to reporting ...

grow within management. The ideal candidate could be an experienced Service Desk Team Leader looking to take the next step into a full management position, or an established Service Desk Manager with a technical MSP background. The Role As Technical Service Desk Manager, you will be responsible for leading … driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance. Key responsibilities include: Leading and developing the service desk team in a fast-paced MSP environment Ensuring efficient handling ...