Location
remote
Job Type
Full-time
Posted
June 30, 2026
Job Description
We are seeking an experienced Local Support / Helpdesk Lead to manage and oversee the local support operations. This role involves operating the local support triage, managing supplier support, efficient incident routing, monitoring Service Level Agreements (SLAs), and ensuring effective user communication during critical phases such as rollouts and hypercare. The ideal candidate will have a strong understanding of ITIL principles and extensive experience in a helpdesk environment.
Key Responsibilities
- Lead and manage the local support triage process.
- Oversee and coordinate supplier support activities.
- Ensure efficient and accurate routing of incidents to the appropriate teams.
- Monitor and report on Service Level Agreements (SLAs) to ensure timely resolution of incidents.
- Communicate effectively with users regarding incident status, updates, and resolutions, especially during rollout and hypercare periods.