Service Desk Support Engineer - Shift Leader

About the ClientOur 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 ResponsibilitiesTeam Leadership & SupervisionLead 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 OperationsOversee 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 ImprovementKeep 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 ExperienceAt 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 RequirementsThis 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 - £37,000Up 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.TPBN1_UKTJ