distribution Acting as an escalation point for complex technical and customer issues Ensuring incidents and requests are resolved efficiently and in line with SLAs Coaching and developing team members through ongoing training and support Building strong client relationships and managing expectations effectively Collaborating with technical and operational teams to drive … customer satisfaction About You Essential: Background in a technical IT support environment Proven experience leading, supervising or mentoring a support team Strong leadership, coaching and people-management skills Excellent communication skills, able to translate technical detail for non-technical audiences Calm, proactive and solutions-focused approach in fast-paced environments ...