IT Request Fulfilment Lead - Remote

Evolve BG Ltd; Wigan; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

Evolve BG Ltd seeks a proactive Request Fulfilment Team Leader to guide a team of IT Request Engineers, delivering high-quality remote and onsite support to keep customers' systems running smoothly.

You will manage workloads, monitor SLAs, drive service improvements, maintain governance and security, and mentor engineers while coordinating with stakeholders and contributing to IT projects.

Qualifications

• Experience leading IT support teams in a service-desk or MSP environment.
• Strong understanding of incident management, escalation, and SLA adherence.
• Excellent communication with customers and stakeholders.
• Knowledge of governance, security, and documentation best practices.

Responsibilities

• Lead and develop IT Support Engineers, assign workloads, monitor performance and wellbeing.
• Oversee delivery of service requests, incidents, maintenance and project work.
• Monitor SLA performance, backlogs, response/resolution times, and customer satisfaction.
• Maintain accurate service desk records and knowledge resources; drive continual service improvements.

Skills

Team leadership

IT service desk

Incident management

SLA management

Customer service

People development

Governance & security

Job description

Evolve BG Ltd seeks a proactive Request Fulfilment Team Leader to guide a team of IT Request Engineers, delivering high-quality remote and onsite support to keep customers' systems running smoothly.

You will manage workloads, monitor SLAs, drive service improvements, maintain governance and security, and mentor engineers while coordinating with stakeholders and contributing to IT projects.