The L2 Leader is responsible for leading and supervising Level 2 (L2) operational activities within the IT Shared Services Center (IT SSC) scope, ensuring that service are delivered effectively, consistently, and in line with defined procedures and priorities. The role provides day‑to‑day operational leadership to L2 teams, coordinating workloads, monitoring performance, and ensuring timely resolution of incidents and service requests assigned to L2. In addition, the L2 Leader contributes to continuous improvement by identifying recurring issues, inefficiencies, or skill gaps within L2 operations. This role is key for maintaining service continuity, balancing operational demand with available capacity, and providing clear guidance to the L2 teams to meet service commitments and performance expectations.
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