Lead Sev-1 and Sev-2 incident resolution end-to-endDesign and implement permanent fixesBuild and enhance automation and support toolsEnsure full compliance with contracts and SLAsAnalyze service trends and lead continual service improvementAct as the owner of client satisfaction and feedbackTranslate client needs into technical actionsLead technical projects across multiple workstreamsCoach and supervise L1 and L2 teamsRequirementsBachelor's degree in computer science or information technologyProfessional certifications, ITIL, Microsoft, or similar8 plus years of experience in IT services or managed servicesEnglish proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each roleStrong problem management and trend analysis skillsHands-on scripting and automation experienceCalm leadership during critical incidentsStrong stakeholder and client management skillsProven project delivery experienceBenefitsA culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from withinContinuous feedback: We don't wait for annual reviews — we believe in real-time coaching and developmentSupportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a teamA 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 workFlexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you