Job Description
Join as a Support Service Coordinator and lead an L2 support team managing Microsoft 365, endpoint management and end‑user computing for customers in a financial institution. Coordinate daily operations, ensure service level adherence and act as the interface between IT support and the business.
Responsibilities
- Manage team scheduling, shift rotas, on‑call coverage and capacity planning
- Triage and prioritise incoming work, assign tickets and ensure SLA targets are met
- Own major incident coordination including bridge calls, resolution drive and stakeholder communication
- Act as primary escalation point for VIP and executive‑level issues ensuring white‑glove service
- Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
- Produce and present monthly service reports covering incident trends, SLA compliance and team capacity
- Liaise with business stak...
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