Infrastructure Operations Team Leader (Night Shift)

TN United Kingdom; United Kingdom; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Infrastructure Operations Team Leader for the Night Shift. This role involves managing high-priority technical support while supervising a team of engineers. The ideal candidate will possess high-level expertise in infrastructure and networking, with responsibilities including responding to escalations, maintaining client infrastructure, and overseeing team performance. This position offers the opportunity to work in a dynamic environment, contributing to team improvements and infrastructure development. If you thrive in a fast-paced setting and have a passion for technology, this role is perfect for you.

Qualifications

• Manage high priority technical infrastructure and networking support.
• Supervise and guide 2nd Line Engineers during shifts.
• Provide technical guidance and handle escalations.

Responsibilities

• Respond to client service requests and escalations within SLAs.
• Maintain and monitor client infrastructure, including patching.
• Guide and mentor team members for efficiency.

Skills

IT and networking understanding

Active Directory (advanced)

VMWare ESXi and Hyper V

Strong analytical skills

Troubleshooting skills

Planning and organizing

Clear communication skills

Tools

Veeam Backup and Restore

Exchange and Office 365

Job description

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Infrastructure Operations Team Leader (Night Shift), United Kingdom

Client: Xerox

Location: United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Reference:

1bbb9cb1d3be

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

General Information

Department: Technical Customer Services

Date: Monday, June 24, 2024

Working time: Full-time

Ref#: 20033511

Job Level: Individual Contributor

Job Type: Experienced

Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.

Job Summary:

The primary function of the role of Infrastructure Operations Team Leader (Night Shift) is to manage high priority and highly technical infrastructure and networking support to clients at the 3rd level, in addition to supervising and guiding 2nd Line Engineers and distributing workloads during shift.

The Night Shift currently involves 12-hour shifts (7pm to 7am) on a 4 on/4 off basis, with potential future changes including working days alongside nights.

The individual should be comfortable liaising with customers via phone or email, providing technical guidance, handling IT infrastructure and networking service requests and escalations, approving IT change requests, and managing proactive maintenance and monitoring of IT infrastructure. Supervisory responsibilities include overseeing staff during their shift and collaborating with the Head of Infrastructure and Infrastructure Operations Manager to drive team improvements.

The role requires high-level expertise in infrastructure and networking topology, and the ability to work independently across capabilities including VMWare, Hyper V, Windows Server, Routing and Switching, Veeam, and other tools.

• Perform the role of a 3rd Infrastructure Engineer
• Respond to client service requests and escalations, providing remote support within SLAs
• Maintain and monitor client infrastructure, including patching
• Attend CAB meetings and approve change requests per organizational policy
• Ensure technical quality assurance
• Serve as a technical escalation point
• Guide and mentor team members
• Identify and develop areas for efficiency and ticket volume reduction
• Analyze KPIs and report findings

Essential Skills:

Technical:

• High-level understanding of IT and networking
• Knowledge of server/infrastructure and networking hardware
• Active Directory (advanced)
• DNS, DHCP
• VMWare ESXi and Hyper V Virtualization
• Veeam Backup and Restore
• Exchange and Office 365
• Server Clusters and SAN topology/storage
• Planning, organizing, and adaptability
• Strong analytical and troubleshooting skills
• Efficiency and multitasking skills in a fast-paced environment

Supervisory:

• Understanding of leadership and management principles
• Positive attitude
• Clear communication skills

Dimensions and Future Opportunities:

• Xerox IT Services UK is a fast-growing division with expanding services and geographical reach.
• Our hardware and software offerings are competitive, and partnerships with vendors are key.
• This role is crucial for informing infrastructure development and team strategy.