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VIP Support Lead
IFS
Staines, GBR
Full-time
Senior
Onsite
Discovered 2 weeks ago
ITILmacOSJamf ProApple Business ManagerApple Push Notification Service (APNs)Microsoft Intune
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Key Skills for This Role
ITILmacOSJamf ProApple Business ManagerApple Push Notification Service (APNs)Microsoft Intune
Full Job Posting
Deliver High-Quality L2 Support
Provide advanced technical assistance across hardware, software, and network environments.
Resolve escalated issues efficiently, ensuring minimal disruption to end users and maintaining high service standards.
Lead Incident Resolution & Act as Incident Commander
Take ownership of Priority 1 and Priority 2 incidents during assigned shifts.
Coordinate response efforts, communicate status updates, and ensure timely resolution in alignment with incident management protocols.
Oversee Ticket Queues & SLA Compliance
Monitor support queues to ensure appropriate prioritization and workload distribution.
Assign tickets, track progress, and uphold SLA targets through proactive follow-up and escalation when necessary.
Mentor Support Engineers & Associates
Provide guidance and coaching to junior team members on troubleshooting techniques, customer service standards, and operational best practices.
Foster a collaborative and growth-oriented team culture.
Maintain & Improve IT Documentation
Create and refine internal documentation, including SOPs, troubleshooting guides, and escalation workflows.
Ensure resources are accurate, accessible, and aligned with evolving systems and processes.
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