Deputy Shift Leader Service Desk Support Engineer

We are seeking a proactive, customer-focused and dedicated Deputy Shift Leader Service Desk Support Engineer to support the Shift Leader in overseeing the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will play a key role in leading the service desk team during their assigned shifts, ensuring that all technical support requests are handled efficiently, and maintaining high levels of customer satisfaction., Team Leadership & Supervision:

Team Leadership & Supervision

• Assist the Shift Leader in managing and coordinating the activities of the service desk team during the shift and deputises in their absence.
• Ensure team members follow procedures, manage their tickets effectively, and adhere to established service level agreements (SLAs).
• Serve as the point of escalation for more complex or high-priority incidents when the Shift Leader is unavailable.
• Help monitor and guide team performance, ensuring that support requests are handled promptly and accurately.

Service Desk Operations

• Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email or ticketing system.
• Ensure that all incidents are appropriately categorised, prioritised and tracked through the ticketing system.
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
• Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
• Perform quality assurance checks on support tickets to ensure thoroughness and accuracy.
• Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency.
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
• Monitor system alerts and perform routine checks to ensure IT services are running optimally.
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.

Communication & Reporting

• Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests.
• Monitor performance metrics, ensuring the team meets established service level agreements (SLAs).
• Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.

Continuous Improvement

• Proactively identify areas for process improvement and recommend solutions to enhance service delivery.
• Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
• Participate in training and development opportunities to improve technical skills and knowledge.

This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.

This is a fantastic opportunity for an experienced service desk professional with leadership potential who is ready to step into a supervisory role.

Qualifications

• Proven experience in IT support, technical support or helpdesk roles, ideally within an MSP environment.
• Prior experience in a leadership or supervisory capacity within an IT environment is preferred.
• Familiarity with relevant engineering tools, programming languages or technologies.
• Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint).
• Strong desire to learn and develop technical skills.
• Hands‑on experience with tools like ServiceNow, Jira Service Management, or similar ITSM Platforms.
• Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
• Strong verbal and written communication skills, with the ability to convey technical information to non‑technical users.
• Ability to handle high‑pressure situations and manage competing priorities effectively.
• Ability to work independently and as a team in a fast‑paced environment.
• Strong problem‑solving skills and the ability to troubleshoot hardware and software issues effectively.
• Strong customer service orientation with a focus on providing timely and effective support.
• To demonstrate and work in line with the core values of Prolinx which will be taken into consideration for any reward and recognition processes for this role (i.e., performance management).