Job Title
Shift Leader Service Desk Support Engineer Area of Business
Product and DevOps Engineering Review Date
October 2025
Job Description
Role Overview
We are seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of our Service Desk providing 24 / 7 / 365 support for end users. The successful candidate will be responsible for managing a team of service desk technicians, providing technical support, and ensuring the efficient and effective resolution of IT issues for end-users.
This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.
Working Hours
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.
Key Accountabilities / Responsibilities
Team Leadership & Supervision :
Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritised, and resolved in a timely manner.
Provide mentorship, guidance, and on-the-job training to junior technicians.
Serve as the point of escalation for more complex or high-priority incid...
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