general business IT systems. Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask. Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management. Ability to demonstrate excellent troubleshooting skills Ability to demonstrate strong team working and team leadership skills Job Responsibilities: Manage and control More ❯
problems handed-off by the Service Desk including diagnostics, estimation of effort to resolve, and routing for problem resolution, to maximise up-time of the application in accordance with SLA's. Adhere to system coding, release and usability standards. Develop the solutions in line with the business requirements. Qualifications/Skills 10-12 years commercial experience of designing and developing More ❯
early-career team members . Key Responsibilities Lead and manage a support operation of 40+ people, across multiple support functions. Oversee daily service desk performance, ticket triage, escalations, and SLA adherence. Coach and develop junior staff and early-career professionals to build capability and confidence. Support Team Leaders in performance management, quality auditing, and 1-2-1 coaching. Act as … large , multi-functional customer support team (40+). Proven leadership in a service desk or technical support environment. Passion for developing people - especially mentoring younger team members. Skilled in SLA/KPI management, reporting, and quality assurance. Exceptional communication, organisation, and problem-solving abilities. Knowledge of telecoms, broadband or tech support is beneficial. Experience working within ISO and GDPR-compliant More ❯
