About the role

AI summarised

The L2 Service Manager is responsible for leading the Level 2 IT support team, ensuring timely resolution of complex technical issues, maintaining system stability, and supporting critical IT infrastructure and applications to meet service level agreements.

Aerospace & DefenseOnsite

Key Responsibilities

Lead and supervise the Level 2 support team, providing guidance, training, and performance management.
Lead troubleshooting and resolution of escalated technical incidents and service requests.
Implement incident and problem management processes in collaboration with the ITSM manager to minimize downtime.
Oversee the change management process as Change Manager.
Coordinate with Level 1 support and vendors/partners to resolve complex technical incidents promptly.
Monitor system performance and proactively identify areas for improvement or potential risks.
Ensure compliance with regulations, data protection standards, and IT governance policies.
Analyze support metrics and KPIs to drive continuous service quality improvement.
Participate in disaster recovery and business continuity exercises.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
10+ years of proven experience in IT support or operations, including supervisory/management experience of an L2 team.
Strong technical knowledge of IT infrastructure and applications.
Experience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent.
Excellent leadership, communication, and problem-solving skills.
Ability to work under pressure and handle high-level escalations effectively.