Overview
Responsible for overseeing technical support operations during assigned shifts, ensuring incidents are handled efficiently, escalations are managed appropriately, and that handovers between shifts are thorough and effective.
We offer:
* Manage incoming incidents for Dematic Software customers during shift hours
* Prioritise and assign workloads based on business impact
* Monitor shift activity, provide support and guidance to team members
* Resolve escalations and ensure clear communication with other teams
* Conduct daily team meetings and manage the shift handover process
* Track team performance against targets and ensure daily objectives are met
* Train and coach new team members
* Ensure operational workflows and documented procedures are followed
* Contribute to weekly performance reporting
Tasks and Qualifications:
* Strong leadership skills with the ability to make sound decisions quickly
* Proven team management or shift lead experience
* Clear, confident communicator in English
* Calm under pressure with a methodical and flexible approach to problem-solving
* Familiarity with incident management tools and reporting systems
* Customer-facing experience in a technical support context
* Comfortable working shifts, including weekends and overnights
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