Responsible for overseeing technical support operations during assigned shifts, ensuring incidents are handled efficiently, escalations are managed appropriately, and that handovers between shifts are thorough and effective.
We offer:
Manage incoming incidents for Dematic Software customers during shift hours
Prioritise and assign workloads based on business impact
Monitor shift activity, provide support and guidance to team members
Resolve escalations and ensure clear communication with other teams
Conduct daily team meetings and manage the shift handover process
Track team performance against targets and ensure daily objectives are met
Train and coach new team members
Ensure operational workflows and documented procedures are followed
Contribute to weekly performance reporting
Tasks and Qualifications:
Strong leadership skills with the ability to make sound decisions quickly
Proven team management or shift lead experience
Clear, confident communicator in English
Calm under pressure with a methodical and flexible approach to problem-solving
Familiarity with incident management tools and reporting systems
Customer-facing experience in a technical support context
Comfortable working shifts, including weekends and overnights
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