2 of 2 Performance Metrics Jobs in Essex

work : Onsite JOB SUMMARY Key Responsibilities: Provide line management and supervision for band 4 and 5 Service Desk Analysts, including appraisals, development plans, and performance management. Managing the full lifecycle of incidents and requests, ensuring quality triage, escalation, and resolution. Acting as the first point of senior escalation … during high-demand periods and Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs). Managing team rotas, providing coaching, and contributing to staff performance and development. Ensuring quality and currency of team-authored knowledge base articles and specialism ownership. Coordinating with SACM and project teams to ensure smooth ...

operational and developmental leadership to a dedicated team of Service Desk Analysts. You will be responsible for queue and rota management, workload planning, performance reviews, and acting as the primary escalation point for technical or service issues. Working in alignment with ITIL-aligned best practices, you will ensure … highly responsive service that consistently hits agreed SLAs. Key Responsibilities: Team Leadership: Line manage, mentor, and supervise first-line support analysts, overseeing rotas, performance management, and professional development. Ticket & Queue Management: Oversee the full incident lifecycle, ensuring high-quality triage, effective workload distribution, and compliance with SLAs. Technical Escalation ...