Deputy Shift Leader Service Desk Support Engineer

JOB TITLE: Deputy Shift Leader Service Desk Support Engineer

LOCATION: Swindon

SALARY: £30,000 to £32,500 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 DEPUTY SHIFT LEADER SUPPORT ENGINEER OPPORTUNITY:

We're seeking a proactive Deputy Shift Leader Service Desk Engineer to help manage our 24/7 support desk. You'll lead the team during shifts, resolve technical issues efficiently, and ensure excellent customer service - ideal for a skilled engineer ready to step into a leadership role.

RESPONSIBILITIES

• Support the Shift Leader in managing daily service desk operations and deputise when required.
• Lead and guide the team to resolve incidents efficiently and meet SLAs.
• Act as the escalation point for complex technical issues.
• Ensure accurate ticket management, documentation, and knowledge sharing.
• Collaborate with other IT teams to improve service quality and performance.
• Monitor systems, uphold security policies, and deliver excellent customer service.
• Identify process improvements and stay current with evolving technologies.

THE IDEAL CANDIDATE WILL HAVE:

• 2+ years' experience in IT support with team leadership or supervisory responsibilities, ideally within an MSP.
• Strong background in technical or helpdesk environments with hands-on ITSM tool use (e.g. ServiceNow, Jira).
• Solid knowledge of Microsoft 365, VDI solutions, and collaboration platforms like Teams or SharePoint.
• Proven ability to lead, motivate, and support a diverse team under pressure.
• Excellent communication skills and a customer-first approach to problem solving.
• Technically curious, proactive, and aligned with core values of quality, teamwork, and continuous improvement.

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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