Service Desk Support Engineer - Shift Leader

Team Leadership & Supervision

• Lead and coordinate a team of service desk technicians to ensure incidents and service requests are logged, prioritised, and resolved promptly.
• Provide ongoing mentorship, guidance, and training to junior team members.
• Act as the primary escalation point for high-priority or complex technical issues.
• Ensure adherence to established Service Level Agreements (SLAs) and internal ticketing procedures.

Service Desk Operations

• Oversee multi-channel support (phone, email, ticketing systems), ensuring accurate incident categorisation and tracking.
• Maintain alignment with IT service management best practices and ITIL guidelines.
• Conduct regular quality assurance checks on support tickets and maintain standard knowledge base articles.
• Monitor system alerts and maintain strict adherence to organizational security policies and principles.
• Communication & Continuous Improvement
• Keep end-users informed on incident progress while maintaining high customer satisfaction standards.
• Generate detailed shift reports highlighting performance metrics, recurring trends, and major incidents.
• Identify process enhancement opportunities and keep abreast of emerging technologies and industry trends.

• At least two years of experience supervising or leading an IT support team.
• Proven background in technical support or helpdesk environments, ideally within a Managed Service Provider (MSP) setting.
• Strong familiarity with modern ticketing systems, helpdesk software, and core IT infrastructure tools.
• Excellent communication skills, with the ability to translate technical detail to non-technical end-users.
• Demonstrated problem-solving capabilities under pressure, alongside strong time-management skills.
• High customer service orientation with a dedication to maintaining secure, compliant operations.

Shift Requirements

This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.? What can they offer in return?

In addition to a competitive salary the business also offers the following benefits:

• Salary of £35,000 - £37,000
• Up to 24 days holiday plus bank holidays.
• Extra leave rewarded at 2 and 5 years of service, plus long service holiday awards.
• Pension matched up to 10%.
• Cycle to Work scheme.
• Company bonus schemes.
• Professional development resources including work shadowing, QA Instructor-led and online courses, and Boot.dev online courses.

True