Summary

The vip support lead provides senior level 2 it support for global users, with a strong focus on white glove service for executive leadership and other high-profile stakeholders. The role leads incident response, ticket queue management, documentation, and continuous improvement while working onsite five days a week from the staines headquarters.

Responsibilities

• Deliver advanced level 2 technical support
• Resolve escalated hardware, software, and network issues
• Coordinate priority one and two incidents
• Monitor ticket queues and uphold sla targets
• Mentor junior support engineers and associates
• Maintain sops, troubleshooting guides, and workflows
• Provide rotating 24/5 global shift coverage