Deputy Service Desk Lead

Salary: £30,000 - £32,500

Location: Shrivenham (Hybrid 1 Week On-Site, 1 Week Remote)

Network IT are supporting a fast-growing organisation seeking a Deputy Service Desk Lead to help oversee day-to-day Service Desk operations in a shift-based environment. You will play a key role in supporting the Shift Leader, guiding a team of Service Desk Engineers, and ensuring customer-focused, high-quality technical support delivery across all incoming incidents and requests.

This is an excellent opportunity for an experienced Service Desk professional ready to take the next step into leadership, working in a dynamic environment that values collaboration, service excellence, and continuous improvement.

This is a SHIFT BASED opportunity, which includes rotational shift work covering nights, weekends, and public holidays. Please ensure you are willing to adhere to this arrangement before submitting your application. Also, due to the nature of the work in this position, you will need to be eligible for SC clearance.

Role Overview

As a Deputy Service Desk Lead, you will support the Shift Leader in coordinating Service Desk operations, ensuring your team delivers efficient technical support to end-users across a busy 24/7/365 environment. You will act as the point of escalation during your shifts, ensure tickets are managed appropriately, and contribute to maintaining high levels of customer satisfaction.

The role also requires strong adherence to IT service management best practice, including SLA compliance, accurate ticket documentation, effective communication, and cross-team collaboration to resolve complex issues.

Key Responsibilities

• Support the Shift Leader by coordinating Service Desk activity during shifts, deputising when required, and acting as the escalation point for complex or high-priority incidents.
• Ensure the team follows procedures, manages tickets effectively, meets SLA expectations, and maintains accurate, high-quality ticket documentation.
• Handle and triage IT incidents and requests across phone, email, and ticketing systems, prioritising and resolving them in line with ITIL best practice and service management standards.
• Monitor system alerts, perform routine checks to ensure service stability, and collaborate with technical teams to resolve complex issues.
• Maintain and enhance knowledge base articles, supporting team efficiency and consistent resolution of recurring issues.
• Communicate effectively with end-users, providing clear updates, managing expectations, and ensuring a high standard of customer service.
• Monitor shift performance, track SLA compliance, and produce clear shift reports highlighting key issues, trends, and team performance.
• Identify opportunities for service and process improvement, while continuously developing technical knowledge through training and self-learning.

Essential Skills & Experience

• Experience in IT support or Service Desk environments, ideally within an MSP, with a clear ambition to step into a leadership or supervisory role.
• Demonstrated ability or strong potential to guide, support, or mentor colleagues, with a desire to take on greater responsibility in team coordination and decision-making.
• Strong communication skills, with the confidence to interact with users, collaborate with technical teams, and represent the Service Desk professionally.
• Solid troubleshooting capability across hardware, software, and enterprise technologies such as Microsoft 365, VDI, and collaboration tools.
• Familiarity with ITSM tools (e.g., ServiceNow or Jira Service Management) and good understanding of ticket management best practices.
• Calm, organised, and able to handle pressure traits essential for progressing into shift leadership.
• Strong customer-service orientation with a commitment to resolving issues efficiently and professionally.
• Eagerness to continue developing technical knowledge and leadership capability through training, feedback, and hands-on experience.