Summary

This lead-level IT operations role provides advanced L2 support for VIPs, executive leaders, and global users across endpoint, network, and service desk environments. The role leads incident response, shift coordination, queue management, mentoring, and continuous improvement, and is fully onsite five days a week at the Staines HQ.

Responsibilities

• Provide advanced l2 support across technical environments
• Resolve p1 and p2 incidents as commander
• Monitor ticket queues and uphold sla targets
• Mentor junior support engineers and associates
• Maintain sop and troubleshooting documentation
• Collaborate with infrastructure security and application teams
• Support rotating 24/5 coverage for global teams