At a Glance
- Tasks: Lead a team of Service Desk Analysts during out-of-hours shifts, ensuring top-notch service delivery.
- Company: Focus Group, a dynamic company with a commitment to customer-first service.
- 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 leading critical incident responses 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 Shift Lead 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 Shift Lead role. With a commitment to employee growth through coaching and performance reviews, we offer competitive salaries and benefits, alongside opportunities for continual service improvement. Our remote UK location allows for flexibility while being part of a dedicated team that values accountability and quality in delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Out Of Hours Shift Lead 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 Shift Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for leadership roles in service operations. Practice your responses, especially around incident management and team motivation. Confidence is key when you're leading the charge!
✨Tip Number 3
Show off your skills! If you’ve got experience with ITIL or managing major incidents, make sure to highlight that in conversations. Use real examples to demonstrate how you've driven performance and improved service delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Out Of Hours Shift Lead in Shoreham-by-Sea
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Out of Hours Shift Lead role. Highlight your experience in leading technical support teams and managing major incidents, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've successfully led teams and handled high-pressure situations. We love a good story that showcases your skills!
Showcase Your ITIL Knowledge:Since this role requires a solid understanding of ITIL practices, make sure to mention any relevant certifications or experiences. We’re keen on seeing how you’ve applied ITIL principles in real-world scenarios, especially in incident and change management.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at StudySmarter!
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. Familiarise yourself with the specific tools and systems used in service desk operations, as this will show that you're ready to hit the ground running.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led teams in high-pressure situations. Think about times when you’ve motivated your team or resolved major incidents quickly. This will demonstrate your ability to take charge during out-of-hours shifts.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. During the interview, you might be asked to explain how you would handle a major incident or emergency change. Being able to communicate effectively is crucial, especially when acting as the senior escalation point.
✨Focus on Continuous Improvement
Be ready to discuss how you've identified opportunities for service improvement in your previous roles. Highlight any initiatives you've led that enhanced performance against SLAs or improved customer satisfaction. This shows that you have a proactive mindset, which is key for the role.
