About the Client
Our client is an established managed service provider committed to delivering robust, high-performance IT solutions and security-focused support. Grounded in continuous improvement and excellent service standards, they foster a collaborative workplace where technical growth, quality assurance, and candidate development are highly valued.
Key Responsibilities
Team Leadership & Supervision
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Lead and coordinate a team of service desk technicians to ensure incidents and service requests are logged, prioritised, and resolved promptly.
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Provide ongoing mentorship, guidance, and training to junior team members.
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Act as the primary escalation point for high-priority or complex technical issues.
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Ensure adherence to established Service Level Agreements (SLAs) and internal ticketing procedures.
Service Desk Operations
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Oversee multi-channel support (phone, email, ticketing systems), ensuring accurate incident categorisation and tracking.
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Maintain alignment with IT service management best practices and ITIL guidelines.
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Conduct regular quality assurance checks on support tickets and maintain standard knowledge base articles.
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Monitor system alerts and maintain strict adherence to organizational security policies and principles.
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Communication & Continuous Improvement
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Keep end-users informed on incident progress while maintaining high customer satisfaction standards.
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Generate detailed shift reports highlighting performance metrics, recurring trends, and major incidents.
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Identify process enhancement opportunities and keep abreast of emerging technologies and industry trends.
Required Skills and Experience
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At least two years of experience supervising or leading an IT support team.
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Proven background in technical support or helpdesk environments, ideally within a Managed Service Provider (MSP) setting.
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Strong familiarity with modern ticketing systems, helpdesk software, and core IT infrastructure tools.
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Excellent communication skills, with the ability to translate technical detail to non-technical end-users.
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Demonstrated problem-solving capabilities under pressure, alongside strong time-management skills.
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High customer service orientation with a dedication to maintaining secure, compliant operations.
Shift Requirements
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.?
What can they offer in return?
In addition to acompetitive salary the business also offers the following benefits:
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Salary of £35,000 - £37,000
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Up to 24 days holiday plus bank holidays.
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Extra leave rewarded at 2 and 5 years of service, plus long service holiday awards.
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Pension matched up to 10%.
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Cycle to Work scheme.
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Company bonus schemes.
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Professional development resources including work shadowing, QA Instructor-led and online courses, and Boot.dev online courses.
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Service Desk Support Engineer - Shift Leader in Salisbury employer: Resourcing Group
At MHCLG, we pride ourselves on being an exceptional employer dedicated to making a positive impact in the UK. Our remote working model offers flexibility while fostering a collaborative culture that values innovation and continuous improvement. With opportunities for professional growth and development, you will be part of a mission-driven team committed to empowering communities and enhancing recruitment processes through cutting-edge technology.
