Job Description

Key Responsibilities:

1. MSP Operations and Team Leadership

* Manage daily service desk and infrastructure support operations, including ticket allocation, prioritisation, escalation and resolution.

* Lead MSP engineers, organise support coverage and ensure effective shift handovers.

* Monitor SLA performance, ticket backlogs and recurring issues, taking corrective action where required.

* Maintain standard operating procedures, technical documentation and a shared knowledge base.

2. Infrastructure Monitoring and Uptime

* Establish daily monitoring routines for servers, networks, firewalls, endpoints, cloud services, storage and backup systems.

* Maintain real-time dashboards showing infrastructure health, availability, capacity, security alerts and service performance.

* Define alert thresholds, escalation rules and response ownership to ensure timely action