• Eliminate recurring incidents through permanent fixes
• Build and extend automation to remove manual work
• Lead Sev-1 and Sev-2 incidents and close within SLA
• Coach L1 and L2 teams on tools and best practices
• Lead complex IT projects end to end
• Supervise service teams and drive client improvement
• You ensure all services meet contractual and SLA commitments
• You use data to improve service quality and reliability
• You listen to clients and turn feedback into real technical change
Requirements
• Bachelor degree in Computer Science or Information Technology
• Professional certifications preferred ITIL Microsoft or similar
• Minimum 8 years experience in IT support or managed services
• Strong background in enterprise environments
• Strong problem management and trend analysis skills
• Hands on scripting and automation experience
• Clear leadership during critical incidents
• Ability to train and mentor technical teams
• Strong client and stakeholder alignment skills
• Proven project delivery across multiple workstreams
Benefits
• A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within
• Continuous feedback: We don't wait for annual reviews — we believe in real-time coaching and development
• Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team
• A space for every personality: Love socializing? You'll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We've got dedicated Focus Rooms perfect for deep work
• Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you
