- The role balances hands‑on technical leadership with people management, ensuring operational excellence, strong customer outcomes and continuous improvement across service delivery
- Lead, coach, and manage a team of IT Support Engineers delivering support to external customers
- Ensure consistent, high‑quality resolution of customer incidents, requests and service issues in line with SLAs
- Foster a customer‑first, service‑oriented culture focused on reliability, responsiveness and professionalism
- Work closely with customer stakeholders to understand requirements, priorities and service expectations
- Collaborate with internal teams such as Product, Engineering and Account Management to resolve complex issues
- Provide technical leadership during customer calls, incident bridges and live troubleshooting sessions
- Support workforce planning, onboarding and skills development within the team
- Act as an escalation point for complex Tier 3/4 technical issues, including break‑fix, system outages and security incidents
- Perform root cause analysis for recurring incidents and implement preventative solutions
- Own and improve IT service management processes, documentation and workflows
- Drive efficiencies across ticketing systems, tooling and operational practices
Execute IT services projects as assigned, including customer migrations, tooling changes or service enhancements
