Shift Lead - IT Service Desk & Customer Advocate

Virtus Data Centres Ltd; West Drayton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK data centre provider is seeking a Customer Service Desk Shift Lead to oversee support activities and ensure high-quality customer service within their Service Management Centre. The successful candidate will need to have ITIL experience and a ticket management background. Responsibilities include coaching team members, managing communications, and ensuring service compliance with SLAs. This role demands excellent problem-solving skills and a proactive, customer-focused attitude, with working hours including shifts on weekends and holidays.

Qualifications

• Experience in an ITIL environment.
• Previous experience with a ticket management system.
• Process-driven and capable of meeting tight SLAs.
• Resilient and calm under pressure.
• Customer-focused mindset.

Responsibilities

• Ensure activities are completed to a high standard.
• Quality assurance for communications issued.
• Coach and develop colleagues.
• Measure KPIs and service reports.

Skills

Communication skills

Analytical skills

Problem-solving skills

ITIL experience

Self-motivated

Tools

Microsoft office applications

Job description

A leading UK data centre provider is seeking a Customer Service Desk Shift Lead to oversee support activities and ensure high-quality customer service within their Service Management Centre. The successful candidate will need to have ITIL experience and a ticket management background. Responsibilities include coaching team members, managing communications, and ensuring service compliance with SLAs. This role demands excellent problem-solving skills and a proactive, customer-focused attitude, with working hours including shifts on weekends and holidays.