2nd Line Service Desk Lead | MSP 4-on 4-off

ECS Resource Group Ltd; West Midlands; On-site; GBP 40,000 - 48,000; Full time

Job summary

ECS Resource Group are seeking a Service Desk Shift Manager to lead one of our 24/7 support teams in Solihull, West Midlands. You will manage IT and Network Engineers, ensuring excellent customer service and SLA performance.

You will also mentor staff, handle escalations, and drive continuous improvement while staying technically involved when required. This is a permanent role with a 4-on/4-off shift pattern.

Qualifications

• Experience leading a service desk or MSP team.
• Strong customer service and stakeholder management.
• SC security clearance eligibility is required.

Responsibilities

• Lead a 24/7 service desk team of IT, Network, and Voice engineers.
• Monitor queues and ensure SLA/KPI targets are met.
• Handle escalations and support complex incidents.
• Communicate with customers and attend remote meetings as needed.
• Coach, mentor, and develop team members through feedback and reviews.
• Support recruitment, onboarding, and ongoing staff development.
• Drive service improvements and best practices across the team.
• Maintain high customer satisfaction and service delivery.

Skills

Leadership

MSP experience

Customer service

Stakeholder management

Communication

SC clearance

Education

IT-related degree/diploma

Tools

Microsoft 365 & Azure

Operating Systems

Firewalls & Routers

Voice Systems

Networking

Job description

ECS Resource Group are seeking a Service Desk Shift Manager to lead one of our 24/7 support teams in Solihull, West Midlands. You will manage IT and Network Engineers, ensuring excellent customer service and SLA performance.

You will also mentor staff, handle escalations, and drive continuous improvement while staying technically involved when required. This is a permanent role with a 4-on/4-off shift pattern.