Managed Services, Operations Lead

About the role

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

What you'll do

• Maintain critical-call readiness: Ensure the designated EUS/Service Desk P1 queues have active, named coverage throughout the shift, including planned breaks and handoffs
• Provide overflow support when a P1 call rolls over, and promptly raise coverage or proficiency gaps through the appropriate operations
• Coordinate shift coverage: Confirm coverage for the current and incoming shifts, communicate gaps early
• Manage shift execution: Set shift priorities, review workload and coverage across queues
• Coordinate analysts on shift: Monitor analyst availability and work allocation, help balance workload during volume spikes or absences

What you need

• 6–10 years in operations
• Learning and development
• Any graduate