Service Desk Support Engineer - Shift Leader

About the Client

Our client is an established managed service provider committed to delivering robust, high-performance IT solutions and security-focused support. Grounded in continuous improvement and excellent service standards, they foster a collaborative workplace where technical growth, quality assurance, and candidate development are highly valued.

Key Responsibilities

Team Leadership & Supervision

• 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.

Service Desk Operations

• Oversee multi-channel support (phone, email, 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 organizational security policies and principles.

• Communication & Continuous Improvement

• 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.

Required Skills and Experience

• 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.

Shift Requirements

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.?

What can they offer in return?

In addition to acompetitive salary the business also offers the following benefits:

• Salary of £35,000 - £37,000

• Up to 24 days holiday plus bank holidays.

• Extra leave rewarded at 2 and 5 years of service, plus long service holiday awards.

• Pension matched up to 10%.

• Cycle to Work scheme.

• Company bonus schemes.

• Professional development resources including work shadowing, QA Instructor-led and online courses, and Boot.dev online courses.