Endpoint Operations Lead
Core
Lead day-to-day operations and triage for incidents, requests, and tasks, acting as the single operational entry point and coordinating escalations.
Role type
Senior IC Endpoint Operations Lead
Builds
Operational stability and efficient incident resolution for endpoint services
Domain
IT Operations / Endpoint Services
Deliverable
client delivery
Required skills
Incident management, triage, SLA monitoring, change management, capacity planning, reporting, stakeholder coordination
Preferred skills
ITIL practices, knowledge management, cross-skilling promotion
Technologies
ITIL framework
Responsibilities
Lead operations and triage function, assess and assign work to technical towers, monitor queue volumes and SLAs, coordinate operational escalations, validate work quality before closure, support capacity planning and recruitment, provide performance reporting
Seniority
Mid-Senior, hands-on IC
