1 to 25 of 32 SLA Jobs in the Midlands

cloud infrastructure. Key Responsibilities Deliver professional, timely 2nd line support via phone, remote tools, and on-site visits, ensuring issues are resolved within SLA targets. Troubleshoot and resolve complex hardware, software, cloud, and networking issues, escalating where appropriate. Collaborate with 1st and 3rd line teams, vendors, and third parties ...

processes. Enhancing onboarding and offboarding processes, including user accounts, access, and device setup. Monitoring support performance through reporting on ticket trends, resolution times, and SLA adherence. Providing accurate reporting on support performance, risks, and opportunities for improvement. Working closely with IT leadership to align support services with wider business objectives. ...

migrations, software implementations, and asset register management. Documentation & Reporting · Maintain accurate and up-to-date documentation of incidents, resolutions, and system configurations. Contribute to SLA adherence, reporting, and continuous service improvement initiatives. User Support & Training · Provide end-user support and guidance, ensuring effective use of IT systems and promoting best ...

fast-paced MSP environment Ensuring efficient handling of 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 ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting ...

picking up queries through the IT ticketing system and face to face so getting to the heart of a customers' problems and resolving within SLA's & OLA's Knowledge of Incident & Problem Management and Request Fulfilment Experience of project work, replacing and imaging high volumes of devices Working ...

Strong troubleshooting skills across Windows 10/11 environments Good knowledge of O365, Active Directory, Exchange and Intune Solid ticket management experience in an SLA-driven environment Customer-first mindset and excellent communication skills Curious, proactive, and keen to learn someone who takes real ownership ITIL awareness or certification (desirable ...

support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Defender) Active Directory (user management, permissions) Microsoft Intune (device enrolment, compliance) ITSM tools (e.g. ServiceNow) and SLA-driven support Azure (Entra) Microsoft Defender/Sentinel Basic networking (DNS, DHCP, VPN) The right fit Someone practical, organised, and easy to work with ...

support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Defender) Active Directory (user management, permissions) Microsoft Intune (device enrolment, compliance) ITSM tools (e.g. ServiceNow) and SLA-driven support Azure (Entra) Microsoft Defender/Sentinel Basic networking (DNS, DHCP, VPN) The right fit Someone practical, organised, and easy to work with ...

service teams Turn Voice of the Customer insights into tangible improvements Lead end-to-end service management (Incident, Problem, Change & Major Incident) Ensure SLA compliance, performance transparency, and robust reporting Oversee service continuity, resilience, and risk management Embed consistent, scalable, and repeatable service processes Lead, coach, and develop multidisciplinary teams ...

their team to provide technical support within the business. The right candidate will be responsible for managing incidents, service requests, and change requests within SLA, ensuring high-quality support. You'll join a small team with hybrid working available after training. Key Responsibilities Support and troubleshoot products and systems Investigate ...

services are delivered across the organisation. The successful candidate will manage our outsourced service desk as a strategic supplier, ensuring high-quality, SLA-driven service delivery and outstanding customer experience. In addition, the role will own Major Incident Management, act as ServiceNow Product Owner for Europe, and provide governance ...

discipline helpdesk team. THE ROLE: The tasks for this IT Helpdesk Manager involve: Oversee IT and VOIP support, ensuring all tickets are resolved within SLA timeframes. Manage customer escalations, addressing high-priority issues swiftly. Develop and motivate a multi-discipline helpdesk team. Regularly report on helpdesk performance and implement improvement ...

mitigation. 3rd party/vendor liaison with respect to technical build, support and maintenance. Meet levels of service in line with published/agreed SLA's. Adherence to all Pilgrim's processes including: - Raising, reviewing and approval of Change Controls. Identify, investigate, update and resolve problem records. Ensuring the configuration ...

ensuring alignment without dependency on external timelines Drive documentation and knowledge sharing to remove single points of failure Own the service desk function, including SLA definition, demand reduction, and onboarding/offboarding processes First 90 Days Complete a full audit of infrastructure, systems, and contracts Establish structured team management (objectives ...

within budget. Budget & Vendor Management Manage annual IT budgets and ensure resources are used cost-effectively. Build and maintain strong vendor relationships, ensuring SLA compliance. Technology & Innovation Stay up to date with technology trends and best practices. Recommend and implement innovations to improve IT operations. ...

Translate business priorities into operational action Provide clear feedback on risks, capacity, and performance 5. KPI & Performance Management Own and drive service KPIs, including: SLA performance Ticket ageing and backlog Escalation rates and repeat issues KPIs are used to improve outcomes, not just produce reports. 6. Process & Structure Improvement Continuously ...

customer expectations. You will ideally have: To ensure all work carried out is to the highest quality to ensure customer confidentiality, customer deadlines, SLA and KPI’s are met. To provide timely, accurate and relevant management information covering financial and operational key performance indicators for use with both client reporting ...

implement secure, scalable data integration and ETL solutions using Talend and Unix Build and maintain data pipelines (ingestion, transformation, curation) with monitoring, alerting, and SLA adherence Collaborate with stakeholders to define requirements aligned to non-functional requirements (performance, cost, security) Support incident resolution and ensure service continuity Contribute to Agile ...

implement secure, scalable data integration and ETL solutions using Talend and Unix Build and maintain data pipelines (ingestion, transformation, curation) with monitoring, alerting, and SLA adherence Collaborate with stakeholders to define requirements aligned to non-functional requirements (performance, cost, security) Support incident resolution and ensure service continuity Contribute to Agile ...

working hours as required. DEVELOPMENT GOALS • Enhanced training and certification • Career progression. AREAS OF MEASUREMENT • KPI - Cost per Call. • KPI - 1st Time fix • KPI - SLA achievement for tasks. ...

support engineering and operational teams. Commission monitoring across network devices, access infrastructure and Layer 1-3 equipment. Define baseline performance metrics, thresholds and SLA-led alerting. Work closely with network and operational teams to align monitoring with changing infrastructure requirements. Support the use of analytics-led monitoring for anomaly detection ...

emergency repairs and planned project work in the commercial sector. Work must be carried out to the highest of standards and within the agreed SLA time frames. Duties Include: *Plumbing *Electrical *Flooring *Roof repairs *Carpentry *Plastering *Painting *Tiling *Drainage A company van will be provided for you to carry ...

hands-on technical expertise, and client service ownership . You will ensure the efficient delivery of onsite support while maintaining high service standards, strong SLA performance, and excellent client relationships. Due to the field-based nature of this role, the successful candidate must hold a full UK driving licence … Field Support function , ensuring high-quality onsite support for clients Coordinate and dispatch Field Engineers in response to tickets, incidents, and client calls, maintaining SLA performance Act as the senior technical escalation point , providing expert guidance and hands-on support when required Manage, mentor, and develop the Field Engineering team ...

incidents in progress and aligning technical resource when required, ensuring daily incident update targets are met Oversee and manage incident resolutions within SLA across your team Monitor, track and drive incident investigation, diagnosis and resolution in order to exceed/meet Service Level Agreements Lead and work across departments … urgent issues Standardise work practices and processes, developing CSI and quality culture Promote service excellence and work on an ITIL structure throughout Supports regular SLA/KPI performance data gathering and the determination of remedial/corrective action Maintain an intimate awareness and understanding of incidents allowing effective communication with ...