24 of 24 SLA Jobs in the West Midlands

authentication tools Diagnose and resolve networking issues (DNS, DHCP, TCP/IP) Log, update, and resolve tickets within the ITSM system, ensuring SLA adherence Escalate complex issues to 3rd line or infrastructure teams where required Assist with IT projects, system upgrades, and hardware deployments Maintain clear and accurate documentation ...

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 ...

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 ...

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 ...

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 ...

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 ...

reviews, RCA discussions, and problem‐management activities. Ensure environments comply with security, governance, and operational standards. Work closely with Service Delivery Managers to ensure SLA/SLO adherence and customer satisfaction. Strong knowledge and hands-on experience with Palo Alto firewalls (VM-PA). Proficiency in working with Firewall Management ...

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 ...

business. Managing services both on-premises and within cloud technologies. Duties and Responsibilities Responding to requests and incidents with professionalism and timeliness to meet SLA objectives of the department. Communicating positively with users/customers, avoiding technical jargon and in a user centric manner, working as a trusted partner. Solving ...

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. ...

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 ...

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 ...

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 ...

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 ...

Management of the IT Service Desk in alignment with ITIL principles. * Configuration and deployment management for end user compute estate. * Business Relationship Management including SLA/SLR/OLA, service reports, complaints and CSAT * Supplier relationship management including SLA reviews, contract review, supplier processes and documentation. * Tender and commercial Management ...

given targets with zero intervention from Team Leader such as: - Ticket logs are maintained in a timely and efficient manner (in line with SLA's) - Constantly review all tickets in 1LS queues (supporting set KPI's) - Working to aid avoidance of SLA breach on tickets - Manage aged tickets to closure. ...

technology team based in Solihull. The Role You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success. … Minimum 5 years' Service Desk Management experience Strong technical support background is essential Proven experience leading and supporting service desk teams Strong understanding of SLA/KPI-driven environments A team player with a hands-on leadership style Process-driven with excellent organisational skills Passionate about helping and developing support ...

Job summary The post holder will be responsible to act a a first point of contact for all IT related queries. The post holder will have the expertise to handle a high volume of calls ...

satisfaction, liaising with the NRTS NOC, field O&M/customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs. - Updating and documenting Service Requests on a Remedy system - Participation in a 24-hour call out rota for outside of normal working hours … applicable to the NOC, field O&M and propose Action Plan Key Objectives: - Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs - Support Corp Network project for Cisco ISE, ASA and Umbrella - Provide Network Design and architect responsibilities. - Provide the required Management Information & regular management ...

reports Collaborate with asset management teams (including offshore teams) Support stock level planning and disposal activities 3. Coordination & Administration Monitor service tickets and ensure SLA compliance Schedule client appointments and coordinate engineers Update ticketing systems accurately Escalate potential SLA breaches Provide reporting support and handle ad-hoc administrative tasks ...