We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as your trusted IT partner.
With over 20 years’ experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions.
Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient.
Our vision is a world in which technology makes lives easier, society fairer and our planet green
Overview:
The Shift Manager is responsible for overseeing the shift team, which consists of a mix of 1st and 2nd line engineers, ensuring full 24/7 ITPS coverage. A key part of the role is maintaining appropriate staffing levels, managing workloads, and implementing new workstreams. This position functions similarly to a service desk management role, requiring a proactive approach to team performance, service quality, and operational efficiency. Collaboration with other teams within the operations department is essential to ensure seamless work handovers. The shift team is responsible for event management and serves as the first point of contact for SOC and EDR alerts. They play a critical role in monitoring and responding to security and infrastructure events, ensuring swift incident resolution and minimizing disruptions. You will report to the End User Manager for line management but will be fully responsible for your area, taking ownership of its performance and development.
Core Responsibilities:
* Take full ownership of the shift team's performance, proactively driving improvements and ensuring continuous progress.
* Act as the main point of contact for engineers and stakeholders regarding the shift team.
* Manage shift rotations, holiday requests, and overtime to maintain service continuity.
* Identify and implement new workstreams to enhance operational efficiency and service delivery.
* Ensure clear communication between shift teams, service desk, and other teams within Operations.
* Collaborate with the SOC to ensure the team is equipped with the necessary skills and informed about new customer onboardings.
* Work closely with the Customer Delivery Manager to highlight major or recurring issues in customer environments and identify opportunities for improvement.
* Partner with the wider Operations Department to minimize escalations and drive automation initiatives.
* High-level understanding of the toolsets used within the team, actively identifying and proposing enhancements to improve efficiency.
* Support at customer meetings where necessary
* Ensure adherence to SLAs across all customer accounts.
* Partake in the Duty Incident Manager rota, acting as the escalation point when there are MIs.
* Any other duties reasonably required by your line manager.
* Complete two-night shifts per month to assess and optimize workload management during overnight operations.
Requirements
* Experienced in an MSP environment.
* Proficient in customer service within a technical environment.
* Minimum of 3 years of experience in a management role, preferably with direct supervision of multiple teams in a Service Desk style environment.
* Proven ability to define, attain buy in, & collectively implement a strategic plan aligned to business operational needs delivering tangible value.
* Motivational leader instilling an accountable, collaborative, communicative & empowered culture.
* Competent in preparing & presenting reports & strategic plans to internal & external key stakeholders.
* Strong customer service orientation positioning the business as a value-add partner.
* A thorough planner with the forethought of contingency enabling us to respond to customer emergencies.