At a Glance
- Tasks: Lead a dynamic team of IT and Network Engineers to deliver top-notch customer service.
- Company: Join a forward-thinking company in Solihull with a focus on service excellence.
- Benefits: Enjoy a competitive salary, shift allowance, and a flexible 4 on/4 off schedule.
- Other info: Opportunity for career growth in a supportive and innovative environment.
- Why this job: Make a real impact by driving team performance and enhancing customer satisfaction.
- Qualifications: Experience in managing technical teams and a passion for developing talent.
The predicted salary is between 36000 - 44000 £ per year.
2nd line Service Desk Shift Manager Solihull, West Midlands 40,000 + 20% Shift Allowance ( 48,000 OTE) Permanent | 4 on / 4 off Shift Pattern 12-hour shifts (7am-7pm re looking for a Service Desk Shift Manager to lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance.
This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required.
As a Service Desk Shift Manager, you ll be responsible for the day-to-day operational management of a technical support team, ensuring service levels are achieved and customer expectations are exceeded.
Alongside your leadership responsibilities, you ll act as a senior technical escalation point, supporting engineers with complex incidents and helping drive continuous improvement across the service desk.
Key Responsibilities Leading and managing a team of IT, Network, and Voice Engineers.
Monitoring ticket queues and ensuring SLA and KPI targets are achieved.
Managing escalations and supporting the resolution of complex technical issues.
Communicating with customers and attending remote meetings when required.
Coaching, mentoring, and developing team members through regular feedback and performance reviews.
Supporting recruitment, onboarding, and ongoing staff develop...
2nd line Service Desk Shift Manager employer: ECS Resource Group Ltd
ECS Resource Group Ltd is an excellent employer, offering a dynamic work culture that prioritises innovation and collaboration. With the flexibility of remote work, competitive daily rates, and opportunities for professional growth in cloud technologies, employees are empowered to lead impactful projects while enjoying a supportive environment that values their contributions.
