2 of 2 Remote SLA Jobs in Northampton

security, and support services to businesses across multiple sectors. In this role, you’ll lead a team of 3rd Line Engineers, supporting the Head of Service Desk to drive SLA and XLA performance, manage escalations, and enhance processes to deliver an exceptional customer experience. You’ll also coach and develop team members, oversee incident ownership, and collaborate across technical functions … Security, Cloud, and Modern Workplace technologies Relevant certifications such as VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, or VMCE (desirable) Hands-on experience managing incidents, escalations, and SLA-driven environments Ability to improve processes, coordinate workloads, and ensure service delivery excellence If you’re an experienced Team Lead or 3rd Line Engineer looking to step up into a More ❯

Head of Service Desk in overall operations of the Managed Service Team. This will include management of your own team and working towards a select set of objectives including SLA’s, XLA’s and overall team performance with other team leaders to improve our customer experience. You will also be dealing with escalation’s, complaints and improving process and procedures … coordinate the 3rd Line, Service Desk, Monitoring and Backup, Field operational teams Ensure that all tickets are prioritised and assigned appropriately and in accordance with XLA’s and client SLA’s Personal and Team Development: 55% Act as a role model for delivering results for enthusiasm and enjoyment of your work for teamwork, for coaching and mentoring of colleagues and More ❯