ENDPOINT OPERATIONS LEAD

What success looks like in this role: • Lead the day-to-day Operations and Triage function, acting as the single operational entry point for incidents, requests and tasks. Assess, prioritise and assign work to the appropriate technical tower and capability level, minimising avoidable handoffs and delays. Maintain clear ownership and effective handovers throughout the ticket lifecycle across the Service Desk, technical towers and external providers. Monitor queue volumes, ageing, priorities and SLAs; identify emerging risks and coordinate corrective action. Coordinate operational escalations and major/service-impacting incidents through to resolution, tracking actions and communication. Apply consistent ITIL-aligned Incident, Request, Change and Escalation Management practices.…