Experteer Overview
In this role, you will lead an L2 support team focused on Microsoft 365, endpoint management, and end-user computing for a financial institution. You will ensure SLA adherence, coordinate daily ops, and serve as the bridge between IT support and business stakeholders. You’ll own major incident coordination, drive resolution, and maintain executive-level escalation support with a white-glove service mindset. The role emphasizes ITIL-aligned processes, proactive reporting, and continuous improvement to deliver reliable, compliant end-user services.
Compensaciones / Incentivos
• Lead L2 support team for Microsoft 365, endpoint management, and end-user computing
• Coordinate daily operations and ensure SLA adherence
• Manage team scheduling, shift rotas, on-call coverage, and capacity planning
• Triage, prioritise, and assign incoming tickets to meet SLA targets
• Coordinate major incidents, run bridge calls, and communicate with stakeholders
• Serve as primary escalation point for VIP/executive issues with white-glove service
• Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
• Produce monthly service reports on incidents, SLA, and team capacity
• Liaise with business stakeholders and third-party vendors, managing expectations
• Drive continuous improvement via trend analysis, automation, and shift-left initiatives
• Maintain knowledge outputs (runbooks, SOPs, known error records)
• Support audit activities and regulatory compliance
Responsabilidades
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Requisitos principales
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