Key Responsibilities

• Lead, coach and develop a team of 1st and 2nd Line Engineers
• Act as an escalation point for technical issues
• Manage ticket queues and ensure SLA targets are met
• Conduct 1-2-1s, performance reviews and coaching sessions
• Allocate workloads and coordinate engineer activity
• Drive service improvements and best practice
• Support incident management and customer escalations
• Remain hands-on and assist the team when needed