Hours: 08:00–12:00, Monday–Friday (20h/week)
Pay: £17/hr
About Us
We’re a dedicated Managed Service Provider delivering outstanding IT support exclusively to schools.
Role Overview
You’ll oversee a small support team, own our morning operations—triaging new requests, running check ins and ensuring field engineers arrive as scheduled, keeping helpdesk tickets moving and stepping in to escalate any customer incidents. Your focus is on people, process and standards: you’ll hold engineers to high standards, drive ticket priorities, spot repeating issues and feed simple fixes back into our workflows.
This role is part time and is focused on the busy morning period and ensuring that standards and KPIs are met.
Key Responsibilities
- Morning Triage & Stand-Up
Lead staff check ins, prioritise open tickets, triage, and assign priorities to team members.
- Customer Incident Handling
Act as a liaison escalation point for key customers—listen, clarify and co-ordinate a prompt resolution, assigning relevant parties to ensure excellent response.
- Engineer Coordination
Track sign-ins, task progress and escalate stalled work; challenge the team to meet KPIs.
- Quick Check-Ins
Conduct one-to-ones as needed to clear blockers and support wellbeing, and handle team relations.
- Continuous Improvement
Highlight recurring problems and suggest straightforward process tweaks or root cause approaches.
Who You Are
- 2+ years in an MSP or service-desk
- Confident communicator who can manage user expectations
- Process-driven and organised
- Comfortable enforcing simple workflows and ticketing best practice
- Familiar with any common helpdesk system (e.g. Autotask, Zendesk, ConnectWise)
- A suitable level of technical knowledge to allow for comfortable issue triage.
Job Type: Part-time
Pay: £17.00 per hour
Expected hours: 20 per week
Schedule:
- Monday to Friday
Application question(s):
- This is a part time role. Please acknowledge understanding if these hours are a suitable fit.
Work Location: In person
