> Markdown version of [/jobs/ext/1912665-service-desk-support-engineer-shift-leader](https://www.wearedevelopers.com/jobs/ext/1912665-service-desk-support-engineer-shift-leader). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Support Engineer - Shift Leader

- **Company:** Bulb Resourcing
- **Location:** Swindon, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £37,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Information Technology
- **Published:** August 4, 2026
- **Apply:** https://www.totaljobs.com/job/service-desk-engineer/bulb-resourcing-job107792444

## About the Role

* 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?

## Description

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.


## Related Videos

- [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over)
- [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post)
- [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider)
- [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green)
- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue)

## Related Articles

- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)