Technical Coach Professional

What you’ll be doing

•Manage and coordinate training for 1st-line service desk engineers, apprentices, new joiners, ITIL functions, and other stakeholders needing insight into managed services.
•Design onboarding and upskilling pathways that reduce time-to-independent handling, aligned to Managed Services strategy and growth priorities.
•Improve first-contact resolution, triage quality, and SLA attainment through floor-walking, side-by-side coaching, live call/listen sessions, and bite-size refreshers.
•Develop clear runbooks, how-to guides, and knowledge articles for repeat issues, promoting adoption and continuous improvement.
•Enable colleagues on ticketing (ServiceNow, BMC Remedy) and monitoring/diagnostics tools (e.g., Entuity, TSOM) with practical, easy-to-follow workflows.
•Collaborate with team leaders and SMEs to identify skill gaps, deliver targeted interventions, and track improvements that put customers first.
•Train and coach day-to-day de...