Service Desk Support Engineer Shift Leader

Salary: £35,000 - 35,000 per year

Requirements:

• 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.
• Ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays.
• Flexibility and a positive attitude.

Responsibilities:

• 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.
• Oversee multi-channel support, including phone, email, and 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 organisational security policies and principles.
• 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.

Technologies:

• Support
• ITIL
• Security
• Office 365

More:

We are an established managed service provider committed to delivering robust, high-performance IT solutions and security-focused support. We foster a collaborative workplace where technical growth, quality assurance, and candidate development are highly valued. In return, we offer a competitive salary of £35,000 to £37,000, up to 24 days holiday plus bank holidays, additional leave rewards for long service, pension matched up to 10%, a Cycle to Work scheme, company bonus schemes, and professional development resources including work shadowing, QA instructor-led and online courses, and Boot.dev online courses.

last updated 31 week of 2026