Shift Leader Service Desk Support Engineer

JOB TITLE: Shift Leader Service Desk Support Engineer

LOCATION: Swindon

SALARY: £32,500 to £35,000 per annum.

WAY OF WORKING: Hybrid

THE BUSINESS:

Our client is a leading UK managed IT services provider delivering secure, high-performance infrastructure, cloud, and support solutions for highly regulated sectors.

This position operates on a 24/7 rotating shift schedule, covering nights, weekends, and public holidays. Success in the role requires flexibility, commitment, and a positive, can-do attitude toward changing hours.

THE SHIFT LEADER SUPPORT ENGINEER OPPORTUNITY:

We're looking for a hands-on Service Desk Shift Leader to manage a 24/7 support team, ensuring fast, effective resolution of IT issues. You'll lead by example, providing technical guidance, maintaining high service standards, and keeping systems running smoothly in a dynamic environment.

RESPONSIBILITIES

• Lead and support a team of service desk technicians, ensuring incidents are logged, prioritised, and resolved within SLAs.
• Act as the escalation point for complex or high-priority issues, providing hands-on technical guidance and mentoring.
• Maintain high service standards through effective communication, documentation, and adherence to ITIL best practices.
• Collaborate with wider IT teams to resolve problems, improve processes, and enhance user satisfaction.
• Monitor performance, produce clear shift reports, and drive continual improvement across the service desk.

THE IDEAL CANDIDATE WILL HAVE:

• Minimum 2 years' experience leading or supervising an IT support team, ideally within a managed services environment.
• Solid background in technical or helpdesk support with strong troubleshooting ability.
• Confident using ticketing systems and following IT service processes.
• Proven leadership, communication, and customer service skills with the ability to stay calm under pressure.
• Motivates and supports others while maintaining high standards of service and professionalism.
• Keen to learn, develop, and uphold company values in all aspects of work.

If you are interested in the role, please send an application detailing proof of the above or contact Amy Burton in our office.

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