Deputy Shift Leader Service Desk Support Engineer

Electus Recruitment Solutions; Swindon; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading recruitment firm is looking for a proactive Shift Leader Service Desk Support Engineer to manage operations in a fast-paced IT environment. This role involves leading a team to provide 24/7 support and ensuring the resolution of IT issues while mentoring junior technicians. Candidates must have excellent leadership and technical support skills, along with the ability to handle complex problems effectively. Flexibility to work in a rotational shift pattern is essential.

Qualifications

• Strong understanding of IT support processes.
• Ability to handle complex technical problems.
• Experience in a fast-paced environment.

Responsibilities

• Oversee daily operations of the Service Desk.
• Manage a team of service desk technicians.
• Ensure efficient resolution of IT issues.

Skills

Leadership skills

Technical support

Problem-solving

Customer service

Job description

Job Title

Shift Leader Service Desk Support Engineer Area of Business

Product and DevOps Engineering Review Date

October 2025

Job Description

Role Overview

We are seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of our Service Desk providing 24 / 7 / 365 support for end users. The successful candidate will be responsible for managing a team of service desk technicians, providing technical support, and ensuring the efficient and effective resolution of IT issues for end-users.

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.

Working Hours

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.

Key Accountabilities / Responsibilities

Team Leadership & Supervision :

Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritised, and resolved in a timely manner.

Provide mentorship, guidance, and on-the-job training to junior technicians.

Serve as the point of escalation for more complex or high-priority incid...