Managed Services, Operations Lead

Role overview

The EUS Operations Lead coordinates day-to-day service operations across assigned shifts, helping maintain critical-call coverage, support analysts with active escalations, and route urgent work to the right operational teams. The role promotes reliable handoffs and visibility of service health while ensuring operational ownership stays with the teams responsible for resolution.

Key responsibilities

• 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

  leadership.

  • Coordinate shift coverage: Confirm coverage for the current and incoming shifts, communicate gaps early, and coordinate available backup when unexpected absences occur. Escalate persistent staffing constraints rather than treating repeated lead coverage as the ongoing solution.
  • Manage shift execution: Set shift priorities, review workload and coverage across queues, and ensure analysts understand the operational focus and escalation expectations for the shift.
  • Coordinate analysts on shift: Monitor analyst availability and work allocation, help balance workload during volume spikes or absences, and ensure breaks and handoffs are coordinated without leaving critical queues uncovered.
  • Support analyst performance and readiness: Provide in-the-moment guidance, reinforce documented procedures, and identify coaching or training needs for follow-up with the appropriate supervisor or manager.
  • Lead shift handoffs: Ensure outgoing and incoming analysts exchange updates on open tickets, active escalations, queue conditions, and coverage risks so work continues smoothly across shifts.
  • Respond to analyst escalations: Monitor the designated Service Desk escalation channel and provide timely operational guidance when an analyst needs help with an active customer interaction. Coordinate coverage among onduty leads so the channel remains supported during breaks and other planned absences.
  • Route urgent incidents through the agreed channels: Ensure P1/P2

  escalations received through the approved intake paths are relayed to the Urgent Escalations channel and tagged or handed off to the appropriate team. Reinforce use of shared escalation channels rather than relying on direct messages to individual lead