Service Desk Engineer Lead in Shrivenham

Energy Jobline CVL; Shrivenham; Hybrid; GBP 32,000 - 35,000; Full time

Job summary

A recruitment agency is seeking a proactive Shift Leader Service Desk Support Engineer in Shrivenham, UK. The role involves managing a team to provide 24/7 technical support. Expected qualifications include a minimum of 2 years in IT support roles and strong leadership skills. The salary ranges from £32,500 to £35,000 and requires government security clearance. This is a permanent position with a hybrid working model.

Qualifications

• At least 2+ years of experience leading or supervising a team in IT support.
• Proven experience in IT support or helpdesk roles within an MSP environment.
• Required leadership experience in an IT context.

Responsibilities

• Lead a team of service desk technicians and ensure timely incident resolution.
• Serve as the primary contact for IT-related inquiries.
• Monitor performance metrics to meet service level agreements.

Skills

Leadership skills

Technical support

Customer service

IT support processes

Problem-solving

Job description

Energy Jobline is the largest and fastest growing global Energy Job Board and Energy Hub. We have an audience reach of over 7 million energy professionals, 400,000+ monthly advertised global energy and engineering jobs, and work with the leading energy companies worldwide.

We focus on the Oil & Gas, Renewables, Engineering, Power, and Nuclear markets as well as emerging technologies in EV, Battery, and Fusion. We are committed to ensuring that we offer the most exciting career opportunities from around the world for our jobseekers.

Role Overview

Our client is seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of their 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. This is hybrid based.

Key Accountabilities / Responsibilities

• 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 incidents.
• Ensure team members follow procedures, managing their tickets effectively, and adhering to established service level agreements (SLAs).
• Serve as the primary point of contact for all IT-related inquiries and incidents from end users via phone, email, or ticketing system.
• Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system.
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines, and collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
• Perform quality assurance checks on support tickets to ensure thoroughness and accuracy.
• Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency.
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
• Monitor system alerts and perform routine checks to ensure IT services are running optimally.
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.
• Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests.
• Monitor performance metrics, ensuring the team meets established service level agreements (SLAs).
• Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.
• Proactively identify areas for process improvement and recommend solutions to enhance service delivery.
• Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
• Participate in training and development opportunities to improve technical skills and knowledge.

Experience

• At least 2+ years of experience leading or supervising a team in an IT support capacity.
• Proven experience in IT support, technical support, or helpdesk roles ideally within an MSP environment.
• Prior experience in a leadership or supervisory capacity within an IT environment is required.

Position – Shift Leader Service Desk Support Engineer – Permanent

Location – Swindon / Shrivenham

Salary – £32,500 to £35,000

Only apply for this role if you currently hold the specific Government Security Clearance or are eligible for Government Security Clearance. Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special rules and therefore these vacancies are only open to sole British applicants eligible for security clearance to a minimum SC level.

Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time. This is a Permanent Role.

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.