Shift Lead

Job Description

Function: Operations - Service Operations Location: Remote Job Purpose The 24x7 Out of Hours (OOH) Service Desk Shift Lead is responsible for leading a team of Service Desk Analysts and ensuring high-quality customer service during non-standard business hours. The role focuses on maintaining operational stability, customer satisfaction, and uninterrupted service delivery through effective team leadership, incident management, emergency change coordination, and continuous service improvement. The Shift Lead acts as the senior escalation point during OOH shifts, coordinates major incident responses, and supports the OOH Service Desk Team Leader in maintaining a customer-focused service culture. Key Responsibilities Lead, motivate, and manage the OOH Service Desk team to achieve KPIs, SLAs, and customer satisfaction (CSAT) targets. Act as the senior escalation point during OOH shifts, making timely decisions to resolve service issues and minimise business impact. Coordinate major incident responses, ensuring effective communication, rapid service recovery, and accurate documentation in line with ITIL best practices. Manage emergency changes during OOH shifts, assessing risks, securing appropriate approvals, and minimising potential service disruption. Identify opportunities for continuous service improvement across systems, processes, and support models. Maintain and update the Service Desk risk register, documenting operational risks identified during OOH operations. Ensure effective shift handovers and clear communication with relevant teams. Support the Service Desk Team Leader in maintaining service quality, operational performance, and accountability. Required Skills and Experience Experience in Service Desk or IT Service Operations. Previous experience leading or supervising a Service Desk team. Strong knowledge of incident, major incident, and change management processes. Understanding of ITIL best practices. Experience working with SLAs, KPIs, and customer satisfaction metrics. Strong troubleshooting, decision-making, communication, and escalation management skills. Ability to manage incidents and operational priorities independently during out-of-hours shifts. Flexibility to work shifts supporting a 24x7 service desk operation. #J-18808-Ljbffr