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For Companies At a Glance
- Tasks: Lead a team to provide top-notch IT support and resolve technical issues.
- Company: Join a dynamic company focused on delivering exceptional IT services.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Why this job: Make a real impact by leading a team in a fast-paced IT environment.
- Qualifications: 2+ years in IT support leadership and strong problem-solving skills.
- Other info: Flexible shift patterns with a focus on continuous improvement and training.
The predicted salary is between 32500 - 35000 £ per year.
Our client is seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of their 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.
Role Overview
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. This is hybrid based.
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 incidents. Ensure team members follow procedures, managing their tickets effectively, and adhering to established service level agreements (SLAs).
- Service Desk Operations: Serve as the primary point of contact for all IT-related inquiries and incidents from end users via phone, email, or ticketing system. Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system. Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness. Perform quality assurance checks on support tickets to ensure thoroughness and accuracy. Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency. Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction. Monitor system alerts and perform routine checks to ensure IT services are running optimally. Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.
- Communication & Reporting: Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests. Monitor performance metrics, ensuring the team meets established service level agreements (SLAs). Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.
- Continuous Improvement: Proactively identify areas for process improvement and recommend solutions to enhance service delivery. Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies. Participate in training and development opportunities to improve technical skills and knowledge.
Experience
At least 2+ years of experience leading or supervising a team in an IT support capacity. Proven experience in IT support, technical support, or helpdesk roles ideally within an MSP environment. Prior experience in a leadership or supervisory capacity within an IT environment is preferred.
Position Details
Position - Shift Leader Service Desk Support Engineer – Permanent Location – Swindon / Shrivenham Salary - £32,500 to £35,000. Only apply for this role if you currently hold the specific Government Security Clearance or are eligible for Government Security Clearance. Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level.
Service Desk Engineer Lead in Shrivenham employer: Electus Recruitment
Contact Detail:
Electus Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer Lead in Shrivenham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world, especially those who might know about openings for Service Desk Engineer Lead roles. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your leadership skills and technical knowledge. Think of examples from your past experiences where you’ve led a team or solved complex issues. We want to see how you handle pressure and keep your team motivated!
✨Tip Number 3
Don’t forget to showcase your customer service skills! As a Service Desk Engineer Lead, you’ll need to ensure high user satisfaction. Share stories that highlight your ability to communicate effectively and resolve issues swiftly.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that Service Desk Engineer Lead role!
We think you need these skills to ace Service Desk Engineer Lead in Shrivenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Engineer Lead role. Highlight your leadership experience and any relevant IT support skills. We want to see how you can lead a team and handle complex issues!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past experiences that align with the job description, especially around team leadership and customer service.
Show Off Your Technical Skills: Don’t forget to showcase your technical know-how! Mention any ITIL practices you’re familiar with and your experience with ticketing systems. We love candidates who can demonstrate their understanding of IT support processes.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Electus Recruitment
✨Know Your Stuff
Make sure you brush up on your IT support processes and technical knowledge. Familiarise yourself with common issues that service desk teams face, especially in a 24/7 environment. Being able to discuss these confidently will show that you're ready to lead the team.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you provided mentorship or resolved conflicts. This role is all about guiding others, so demonstrating your leadership experience will be key.
✨Customer Service is Key
Since this role is customer-focused, be ready to talk about your approach to providing excellent service. Share specific instances where you went above and beyond for users, and how you ensured their satisfaction. This will highlight your dedication to user experience.
✨Be Ready for Shift Work
Understand the demands of working in a rotational shift pattern. Be prepared to discuss your flexibility and how you manage work-life balance in such environments. Showing that you're adaptable and positive about the challenges of shift work will impress the interviewers.
