Shift Leader Service Desk Support Engineer

Electus Recruitment Solutions; Shrivenham; On-site; GBP 35,000 - 37,000; Full time

Job summary

Electus Recruitment Solutions in Shrivenham is seeking a Shift Leader for a Service Desk role. You will lead the on‑shift team, own incident progression and ensure high service levels on a 24/7/365 rota.

The role combines hands-on IT support with people leadership, requiring nights and weekend availability. Salary £35,000–£37,000 with permanent contract and security clearance eligibility. You will mentor engineers and drive service improvements across teams.

Qualifications

• 2+ years' experience in IT support with leadership experience.
• Strong background in service desk, helpdesk or technical support.
• Experience using ticketing or IT service management systems.
• Strong troubleshooting across hardware, software and IT services.
• Confident communicator with technical and non-technical stakeholders.

Responsibilities

• Lead the Service Desk team during your assigned shift, providing guidance and technical support.
• Take ownership of complex or high-priority incidents and ensure they are progressed effectively.
• Help the team manage workloads, priorities and service levels.
• Work with other IT teams to resolve issues that require specialist input.
• Review service desk activity and identify recurring problems or opportunities to improve the service.

Skills

IT support

Team leadership

Service desk

Ticketing systems

Troubleshooting

Communication

Tools

ITSM systems

Job description

Shift Leader - Service Desk Support Engineer

Salary: £35,000-£37,000

Location: Shrivenham

Take the next step in your IT support career with a role that combines hands-on technical work with team leadership.

You will join an established Service Desk operation supporting users around the clock, taking ownership of the shift and helping a team of engineers deliver a reliable, responsive support service.

This role operates on a 24/7/365 rotational shift pattern, including nights, weekends and public holidays. Flexibility is therefore essential.

Key Responsibilities:

• Lead the Service Desk team during your assigned shift, providing guidance and technical support
• Take ownership of complex or high-priority incidents and make sure they are progressed effectively
• Help the team manage workloads, priorities and service levels
• Work with other IT teams to resolve issues that require specialist input
• Review service desk activity and identify recurring problems or opportunities to improve the service

Requirements:

• 2+ years' experience in IT support with experience leading or supervising others
• Strong background in service desk, helpdesk or technical support
• Experience using ticketing or IT service management systems and IT incident management
• Strong troubleshooting skills across hardware, software and common IT services
• Confident communicator who can work effectively with both technical and non-technical people

Eligibility: British Nationals only due to security clearance requirements

Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to British Nationals. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level.

This is a permanent role