Top Tech Jobs & Startup Jobs

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.

Manage end-to-end customer experience for assigned accounts, drive retention and satisfaction, own case resolution and escalations, coordinate implementations, maintain CRM data and SLAs, identify upsell opportunities, and act as the internal voice of the customer.