Teams at Babble Cloud

Lead and develop the 2nd Line Service Desk, managing Team Leaders and engineers to ensure high-quality escalated support, SLA delivery, KPI-driven performance, backlog control, and continuous process improvements. Coach leaders, coordinate with 1st/3rd Line, NOC and Infrastructure teams, drive RCA/problem management, and escalate wider service issues with recommendations.

Provide 2nd-line, desk-based remote support: troubleshoot and diagnose Microsoft 365, Windows desktop/server, Azure, networking, antivirus and hardware issues within SLAs; maintain documentation, manage queues, mentor colleagues, and assist monitoring and maintenance tasks.

Lead sales and solution efforts for Microsoft Modern Workplace and IT managed services. Develop go-to-market and capture strategies, build pipeline, design service-led solutions, run discovery workshops, create proposals and SOWs, manage stakeholder relationships, and coach a small team of Solution Specialists to win and transition new managed services business.