Service Desk Shift Lead (24/7) MSP

Our client is one of the UK's fastest-growing Managed Service Providers (MSPs) within the defence sector, specializing in providing fully managed secure ICT services. With prestigious clients such as the Ministry of Defence (MOD) and the Ministry of Justice (MOJ), our client is at the forefront of delivering cutting-edge solutions to meet the complex and demanding security requirements of government departments.

We are seeking a highly capable Shift Team Lead to spearhead one of their clients 24x7 operations shifts in Stoke on Trent. This pivotal role involves leading a team of 24x7 Support Engineers, ensuring the seamless operation of IT infrastructure round-the-clock.

The Shift Team Lead will be instrumental in managing, guiding, and enhancing the performance of the engineering team, facilitating their mission to become a premier operational hub for the defence and security industry.

As 24x7 operations are new to Our client, the successful candidate will join a phased approach to supporting their services. Joining an extended working day shift, moving into weekend support onto a full 24x7 rota. The established rota will run as a 12-hour shift, working 4 days on 4 days off.

Responsibilities:

• Oversee the shift operations, providing leadership and direction to a team of 24x7 Support Engineers.
• Foster a collaborative environment that encourages innovation and continuous improvement.
• Serve as the first point of escalation for complex incidents.
• Coordinate with engineers to ensure efficient and timely resolution, maintaining high service levels.
• Organize and manage the shift rota, ensuring optimal staffing levels across all shifts to maintain uninterrupted service.
• Handle shift changes, leave requests, and cover arrangements to ensure a balanced workload.
• Monitor system performance and team effectiveness, identifying areas for improvement.
• Implement strategies to enhance productivity and service quality.
• Facilitate clear and effective communication within the team and across shifts.
• Ensure critical information is accurately conveyed to all relevant stakeholders, including updates on incidents, system changes, and maintenance activities.
• Identify training needs and opportunities for team development.
• Mentor team members, encouraging the acquisition of new skills and professional growth.
• Ensure the team adheres to established operational procedures and security protocols.
• Contribute to the development and revision of policies to reflect best practices and operational insights.

Skills/Must have:

• Minimum of 5 years in IT support, including significant experience in 2nd and 3rd line roles.
• Prior leadership or supervisory experience in a 24x7 operational environment preferred.
• ITIL Foundation certification required; advanced IT qualifications (e.g., BTEC, A Levels, HND/HNC, Degree) highly desirable. Additional IT certifications will be considered an asset.
• Strong leadership and communication skills, ability to work under pressure, excellent problem-solving abilities, and a proactive approach to incident management and team development.
• Willingness to work on a rotating schedule, including nights, weekends, and holidays, to support 24x7 operations.

Benefits:

• Long Term Sickness/Disability Insurance: The Company offer a long-term insurance policy designed to support employees if they can’t work because of illness or injury.
• Discretionary Bonus: As an SME, having a discretionary bonus scheme is a realistic way to incentivise staff. It is a reward for exceptional performance, contribution or accomplishment that goes above and beyond the employee’s usual realm of duties.
• Employee Assistance Programme: Lifeworks to bring an Employee Assistance Programme (EAP) allows employees to seek professional counselling and support through online, telephone and face to face sessions with a 24/7 hotline.
• Health and Wellbeing: Corporate Gym Membership. This benefit allows employees to access a Health and Wellbeing resource including classes. The pass also allows you to request a personal trainer if you work better 121. The Company also hold well being days through the year this can be through days dedicated to fitness or hosting fitness classes.
• Simply Health: Simply Health to provide employees with a Health CashPlan. This benefit in kind entitles employees to expense a variety of medical fees including, dental, chiropractor, optical and prescription.

Salary:

• £45,000 basic salary per annum