2 of 2 ConnectWise Jobs in Birmingham

monitor KPI’s and SLA’s to drive excellence. · Foster a culture of collaboration, accountability and continuous improvement. · Ensure effective workforce planning and scheduling. · ConnectWise Manage or similar PSA platforms Service Delivery · Act as the senior technical escalation point for advanced support issues · Oversee daily Support Desk and Project performance ...

will drive service improvements, assign and manage ticket flow, lead 121s, build training and development plans, and introduce new efficiencies using tools like ConnectWise and AI-based automation. You will also liaise closely with the Project Engineering team to maintain alignment across onsite and remote support services. Key Responsibilities Lead … Strong understanding of ITIL principles and service desk operations Experience managing support teams and improving service delivery processes Familiarity with PSA tools such as ConnectWise Manage (or similar) Excellent organisational and communication skills - able to speak with engineers and board members alike Hands-on technical knowledge across Microsoft technologies, networking ...