NGMS VMS – CSC Technical Shift Lead

The principal responsibility of this role is to lead the CSC team during an assigned shift while remaining an active, hands‑on engineer within the operation. This is a true technical player‑manager position, requiring a balance of technical delivery, real‑time team leadership, and ownership of service outcomes. The CSC Technical Shift Lead will be accountable for maintaining service quality, team performance, and operational standards throughout the shift, ensuring cases are managed effectively from initial contact through to resolution or escalation.

As the first point of escalation, you will take ownership of complex or high‑impact issues, actively working them to resolution where required, and providing clear direction to the team. Direct line management of the VMS‑CSC team will be shared, with half the team being the responsibility of the CSC Technical Shift Lead, ensuring that the skills matrix aligns with the technical needs of the VMS and One Consultation workloads, alongside that of the CSC Engineer role. Where required, implementing skills enablement and cross‑training to ensure resource demands and skill requirements are met.

In addition to managing workflow, you are expected to lead by example setting the standard for customer engagement, technical troubleshooting, and case quality. This includes actively handling customer contacts via all omnichannel entry points, performing thorough validation and triage, and ensuring timely and accurate resolution. The Shift Lead will also play a key role in maintaining team focus and momentum during the shift, proactively identifying risks to SLA performance, addressing gaps in real‑time, and ensuring effective shift handovers.

You are also responsible for supporting onboarding activities, contributing to knowledge‑base creation and improvement, and highlighting knowledge or capability gaps to drive continuous improvement across the team.

• Operational Oversight: Actively work on resolver tickets while overseeing shift execution. Monitor workload, ticket queues, or task distribution and make real‑time adjustments as needed. Ensure adherence to operational processes, policies, and shift schedules. Perform shift handovers with clear documentation of outstanding issues, risks, and priorities. Lead team members during assigned shifts to ensure SLA, KPI, and quality targets are met.
• People & Team Leadership: Act as the primary point of contact for the team during the shift. Provide guidance, coaching, and "on the spot" support to team members. Identify performance gaps and escalates concerns to the manager where required. Foster a positive, collaborative, and accountable team environment.
• Incident, Event & Escalation Management: Handle first‑level escalations and critical issues during the shift. Coordinate with other teams, stakeholders, or regions when required. Ensure cases are managed according to agreed processes and timelines. Communicate clearly and professionally with stakeholders during incidents. Ensure work delivered meets quality standards and documentation requirements.
• Reporting & Communication: Provide shift updates, summaries, and key metrics to management. Maintain accurate records of incidents, escalations, and actions taken. Support audits, reviews, and operational reporting when required. Produce service usage reports for customer base where required.
• Conference/Events Support (where necessary): Set up video events sessions on the various platforms infrastructure systems and launch the video conferences at scheduled time. Oversee assigned video events through to completion, always prioritizing the customer. Provide Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences. Perform first line troubleshooting with the customer's local site support for problems that occurs during video events. Report and update video conference details post-conference into the centralized database accurately and concisely. Open incident tickets against all issues reported into the centralized CSM/ITSM tool i.e. ServiceNow accurately and concisely. Manage and support high profile video events.

• ITIL qualification or equivalent certifications
• AB-900 Microsoft 365 and AI Administration (Previously MS-900)
• AZ-900 Microsoft Azure Fundamentals
• SC-900 Microsoft Security, Compliance and Identity Fundamentals
• Ability to provide step‑by‑step technical help, to engineers and customers
• Able to respond to changing demands and operational challenges
• Working for a Managed Service Provider (MSP)
• Experienced with Windows OS and common Microsoft server workloads (e.g. AD, SQL, IIS) configuration and support.
• Experience with CSM/ITSM tool i.e. ServiceNow
• Ability to diagnose and troubleshoot technical issues
• With prior experience as an engineer on Microsoft products, you will be proficient with M365 and Azure services, infrastructure, system, security and administration, OS and application support in an operational environment.
• Familiar with Office Applications (Word, Excel, PowerPoint)
• Exposure to Microsoft Teams, Zoom and similar meeting solutions
• Your effective communication skills allow you to build internal and external relationships and solve challenges.
• You will be adept at communicating with various technical and non‑technical people.
• Strong attention to detail ensuring the customer experience is of a high standard.
• You will have a Growth Mindset coupled with an ability to learn new skills and technologies in a fast‑paced environment.
• Ability to upskill and develop engineers within a service operational role.
• Setting clear expectations and uphold a high service standard.

• Competitive salary based on experience.
• Opportunity to work with a dynamic international team.
• Training and development provided.
• Career progression opportunities within different divisions/departments.