Job Title Shift Leader Service Desk Support Engineer Area of Business Product and DevOps Engineering Review Date October 2025

Job Description Role Overview: We are seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will be responsible for managing a team of service desk technicians, providing technical support, and ensuring the efficient and effective resolution of IT issues for end-users.

This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

Working Hours: 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.

Key Accountabilities / Responsibilities: Team Leadership & Supervision: Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritised, and resolved in a timely manner. Provide mentorship, guidance, and on-the-job training to junior technicians. Serve as the point of escalation for more complex or high-priority incid...