Job Description

Hours:

08:00-12:00, Monday-Friday (20h/week)

Pay:

18/hr

About Us

We're a dedicated Managed Service Provider delivering outstanding IT support.

Role Overview

You'll coordinate a small support team, owning morning operations--triaging new requests, running check ins and ensuring field engineers arrive as scheduled, keeping helpdesk tickets updated and moving, along with 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, ensure policy compliance and feed knowledge 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, compliance, 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, policies 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.
This role is subject to a DBS check.

Job Type: Part-time

Pay: 18.00 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