Activate JobCopilot
We are looking for motivated and dedicated individuals to join our team. If you’re eager to contribute your skills, grow professionally, and be part of a dynamic workplace, we’d love to hear from you.
Duties and Responsibilities
- Service Delivery & Operations
- Own day-to-day service delivery across all supported customers
- Ensure tickets are triaged, prioritised, and resolved in line with SLAs
- Monitor service performance, queue health, and workload distribution
- Manage escalations and ensure timely resolution of incidents
- Ensure consistent service standards and delivery practices
- Team Leadership & Coordination
- Line-manage L1 and L2 support engineers
- Provide direction, prioritisation, and workload management
- Support performance management, coaching, and development
- Ensure engineers have the information and resources needed to deliver services
- Promote a culture of accountability, collaboration, and continuous improvement
- Customer & Stakeholder Management
- Act as the primary escalation point for service-related customer issues
- Communicate clearly with customers during incidents and service disruptions
- Manage customer expectations and align delivery with agreed service levels
- Participate in service reviews and ongoing customer engagement
- Process, SLA & Continuous Improvement
- Track and report on SLA performance and service metrics
- Identify trends, risks, and recurring service issues
- Drive improvements in service processes, workflows, and documentation
- Ensure adherence to security, compliance, and operational standards
- Technical Oversight
- Maintain a working understanding of the supported technology stack, including: Microsoft 365 and Entra ID, Intune and Autopilot, Windows and macOS endpoints Google Workspace
- Work closely with L2 engineers to validate solutions and escalation paths
- Ensure technical issues are communicated clearly to customers and stakeholders
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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