Out Of Hours Shift Lead

1 hour, 27 minutes ago
Full-time
Lead
Customer and Technical Support
Focus Group

Focus Group

Focus Group is a prominent independent provider of essential business technology in the UK, specializing in digital workplace solutions, telecom services, IT support, cybersecurity, and connectivity.

Diversified Telecommunication Services
251-1K
Founded 2003

Description

  • Lead and motivate the out-of-hours Service Desk team while driving performance against SLAs, KPIs, and CSAT targets.
  • Act as the senior escalation point during out-of-hours shifts and make time-critical decisions to resolve issues.
  • Own and coordinate major incident responses, including communication and service restoration.
  • Manage emergency changes by assessing risk and coordinating with stakeholders.
  • Identify and drive continual service improvements across processes, tooling, and support models.
  • Maintain risk registers and track operational risks.
  • Collaborate with internal and external teams to deliver scalable and supportable solutions.
  • Coach team members through 1:1s, performance reviews, and ongoing development.
  • Maintain accurate operational documentation, including SOPs, escalation paths, and shift handovers.
  • Produce reporting on performance, trends, and service improvements for out-of-hours operations.

Requirements

  • Proven experience leading technical support teams in a 24x7 or out-of-hours environment.
  • Strong experience managing major incidents and escalations independently.
  • Solid understanding of ITIL incident, problem, and change management.
  • Experience managing emergency changes with attention to risk and service impact.
  • Ability to make confident decisions quickly in high-pressure situations.
  • Strong organisational skills with the ability to manage multiple priorities simultaneously.
  • Excellent communication skills and confidence leading during major incidents.
  • Strong technical understanding of service desk tooling and supported systems.
  • A proactive, improvement-focused mindset.
  • Experience working in an MSP or enterprise service environment is preferred.
  • Advanced ITIL certification is preferred.
  • Experience with service management tooling and monitoring platforms is preferred.

Benefits

  • Remote UK working arrangement.
  • Full-time role.
  • Competitive salary.
  • Benefits package.

Interested in this position?

Apply directly on the company website

Apply Now

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