At a Glance
- Tasks: Lead a dynamic team of Service Desk Analysts during out-of-hours shifts, ensuring top-notch service delivery.
- Company: Focus Group, a leader in 24x7 Service Operations with a customer-first approach.
- Benefits: Competitive salary, benefits, and opportunities for professional growth.
- Other info: Join a culture focused on accountability, quality, and continuous improvement.
- Why this job: Make a real impact by resolving critical incidents and driving service improvements.
- Qualifications: Experience in leading technical support teams and managing major incidents.
The predicted salary is between 40000 - 50000 £ per year.
Focus Group is looking for an Out of Hours (OOHs) Shift Lead to play a key leadership role within our 24x7 Service Operations function. You’ll lead a team of Service Desk Analysts during non-standard hours, ensuring high-quality service delivery, strong incident management, and a consistent, customer-first approach.
As the most senior point of contact during OOHs periods, you’ll take ownership of escalations, major incidents, and emergency changes—driving fast resolution and maintaining service stability across our customer base.
What you’ll do:
- Lead and motivate the OOHs Service Desk team, driving performance against SLAs, KPIs, and CSAT targets
- Act as the senior escalation point during out-of-hours shifts, making critical decisions to resolve issues quickly
- Own and coordinate major incident responses, ensuring clear communication and swift service restoration
- Manage and execute emergency changes, including risk assessment and stakeholder coordination
- Identify opportunities for continual service improvement across processes, tooling, and support models
- Maintain and update risk registers, logging and managing operational risks
- Collaborate with internal and external teams to deliver scalable, supportable solutions
- Coach and support team members through 1:1s, performance reviews, and ongoing development
- Ensure accurate documentation, including SOPs, escalation paths, and shift handovers
- Act as a communication bridge during major incidents between technical teams and stakeholders
- Produce reporting on performance, trends, and service improvements specific to OOH operations
- Support a strong team culture focused on accountability, quality, and continuous improvement
What you’ll bring:
- Proven experience leading technical support teams in a 24x7 or out-of-hours environment
- Strong experience managing major incidents and escalations independently
- Solid understanding of ITIL (incident, problem, and change management)
- Experience managing emergency changes with a focus on risk and service impact
- Ability to make confident, time-critical decisions in high-pressure situations
- Strong organisational skills and the ability to manage multiple priorities simultaneously
- Excellent communication skills, with the confidence to lead during major incidents
- Strong technical understanding across service desk tooling and supported systems
- A proactive, improvement-focused mindset
Nice to have:
- Experience working within MSP or enterprise service environments
- Advanced ITIL certification
- Experience with service management tooling and monitoring platforms
Out-of-Hours Service Desk Lead (Remote UK) in Shoreham-by-Sea employer: Focus Group
Focus Group is an exceptional employer that prioritises a supportive and dynamic work culture, especially for the Out-of-Hours Service Desk Lead role. With a commitment to employee growth through coaching and performance reviews, we foster an environment where team members can thrive while delivering high-quality service. Our remote UK position offers competitive salaries and benefits, ensuring that you can balance your professional ambitions with personal well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Out-of-Hours Service Desk Lead (Remote UK) in Shoreham-by-Sea
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for an Out-of-Hours Service Desk Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to incident management and team leadership. We recommend doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience in managing major incidents and leading teams. This can really set you apart during interviews and demonstrate your proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team!
We think you need these skills to ace Out-of-Hours Service Desk Lead (Remote UK) in Shoreham-by-Sea
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Out-of-Hours Service Desk Lead role. Highlight your experience in leading technical support teams and managing major incidents, as these are key aspects of the job.
Showcase Your Leadership Skills:In your cover letter, emphasise your leadership style and how you've motivated teams in high-pressure situations. We want to see how you can drive performance and maintain a customer-first approach.
Be Specific About Your Experience:When detailing your past roles, be specific about your achievements related to SLAs, KPIs, and CSAT targets. Use numbers and examples to illustrate your impact—this will make your application stand out!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Focus Group
✨Know Your Stuff
Make sure you brush up on your ITIL knowledge and understand the key principles of incident, problem, and change management. Be ready to discuss how you've applied these in previous roles, especially in high-pressure situations.
✨Showcase Leadership Skills
Prepare examples that highlight your experience leading teams, particularly in a 24x7 environment. Think about times when you motivated your team or resolved major incidents, and be ready to share those stories.
✨Communicate Clearly
Since you'll be the senior point of contact during out-of-hours shifts, practice articulating your thoughts clearly and confidently. You might be asked to explain how you'd handle a major incident, so think through your communication strategies.
✨Focus on Continuous Improvement
Be prepared to discuss how you've identified opportunities for service improvement in past roles. Think about specific processes or tools you've enhanced and how those changes positively impacted service delivery.
