Key Responsibilities:

• Own the service desk, triage, prioritisation, and escalations, ensuring SLAs are met and communication is clear throughout incidents.

• Oversee client support operations, onboarding, and environment handovers, coordinating with product and engineering for fixes and enhancements.

• Run change management with risk assessment, approvals, maintenance windows, and keep a reliable CMDB or asset inventory.

• Create and maintain SOPs and runbooks, and deliver clear status updates and post-incident reviews that lead to measurable improvements.

• Coordinate vendors and third parties, manage licenses and renewals, and negotiate support paths to accelerate resolution.

About You:

• You have proven experience leading IT support or technical operations in a product or services environment.

• You understand ITIL practices and service metrics, and you are comfortable interpreting SLAs, SLOs, and error budgets.

• You can administer common stacks (Windows/Linux servers, identity and endpoint management, networks, cloud services) and script simple automations.

• You communicate crisply with clients and engineers, make sound trade-offs under pressure, and mentor teammates to raise the bar.

Nice to Have — Technical:

• You can apply the ITIL framework to improve incident, problem, and change management and to raise overall service quality.

• You use ticketing systems such as Jira to structure workflows, track SLAs, and produce actionable support reports.

• Network troubleshooting: You diagnose and resolve network issues methodically, from connectivity and DNS to routing and basic security configurations.

• Server management: You manage servers responsibly by handling patching, backups, monitoring, capacity planning, and routine hardening.

Nice to Have — Soft Skills:

• Team leadership: You provide clear, supportive team leadership and create an environment where engineers can do their best work.

• Client relationship: Youcommunicate with clients transparently, set expectations, and deliver concise updates until resolution.

• Problem-solving: You approach problems analytically, perform root-cause analysis, and propose practical, tested remedies.

• Documentation: Youproduce clear documentation including runbooks, SOPs, and post-incident notes that others can follow.

• Facilitation: Youfacilitate post-incident reviews and continuous improvement workshops that turn lessons into measurable actions.

Real impact

• Own the reliability of services used by real customers and see your work reflected in uptime, performance, and CSAT.

• Drive incident reviews and preventative fixes that meaningfully reduce risk and toil.

• Shape how support scales across UK and Nigeria delivery squads.

Operational excellence

• Build pragmatic ITIL- and SRE-aligned workflows with sensible SLAs/SLOs and runbooks.

• Introduce right-sized monitoring and automation to boost signal and eliminate repetitive tasks.

• Partner closely with engineering to prevent incidents before they happen.

Growth and leadership

• Lead, mentor, and develop a high-performing support team with clear career paths.

• Access learning resources and certifications aligned to your roadmap (cloud, ITIL, security).

• Influence tooling and process choices across the support and operations stack.

Mission-driven work

• Help organisations compete globally with reliable, secure technology foundations.

• Work in a collaborative, multi-stakeholder environment spanning public and enterprise domains.

• Join a culture that values trust, clarity, and customer-centric delivery.