Deputy Shift Leader Service Desk Support Engineer

The successful candidate will support the Shift Leader in overseeing day-to-day Service Desk operations, ensuring high levels of technical support, operational performance, and customer satisfaction across a 24/7/365 support function.

The Role

You will play a key role in supervising Service Desk operations during your assigned shift, acting as an escalation point for complex technical issues while helping to drive service quality, team performance, and continuous improvement.

This role combines hands-on technical support with operational leadership responsibilities and would suit someone who enjoys working in a dynamic environment with real responsibility and progression opportunities.

Key ResponsibilitiesTeam Leadership & Shift Supervision

• Support the Shift Leader in managing Service Desk operations during assigned shifts
• Deputise for the Shift Leader when required
• Monitor ticket queues, workload distribution, and SLA performance
• Provide guidance and support to Service Desk Engineers
• Act as an escalation point for high-priority or complex incidents

Service Desk & Technical Support

• Provide support for IT incidents and service requests via phone, email, and ticketing systems
• Ensure incidents are categorised, prioritised, and resolved effectively
• Monitor system alerts and maintain operational service availability
• Perform quality assurance checks on support tickets and documentation
• Maintain and improve knowledge base documentation
• Collaborate with wider infrastructure and technical teams to resolve complex issues

Continuous Improvement

• Identify opportunities to improve support processes and operational efficiency
• Contribute to service improvement initiatives
• Stay up to date with emerging technologies and IT service best practices
• Support operational reporting and shift handovers

Do you have experience in Supervising experience?, * Proven experience within IT Support, Service Desk, or Helpdesk environments

• Previous experience working within an MSP or fast-paced IT support environment preferred
• Experience supporting enterprise users across a broad technology stack
• Prior leadership, supervisory, or mentoring experience highly desirable
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Experience working with ticketing systems and SLA-driven environments
• Good understanding of ITIL principles and service management best practices

Full-Time | Permanent 24/7 Shift Pattern Competitive Salary + Benefits, This role operates on a 24/7/365 rotating shift basis, including:

• Days
• Nights
• Weekends
• Public holidays, * Excellent opportunity to progress into IT leadership
• Exposure to enterprise-scale IT operations
• Supportive and collaborative technical environment
• Ongoing training and development opportunities
• Competitive salary and benefits package

If you are an experienced Service Desk Engineer ready to take the next step in your career, we would love to hear from you.

Pay: £30,000.00-£35,000.00 per year