IT Service Desk Shift Lead (Ref 16.SO)

Summary

  • Competitive Salary
  • Full Time

Do you want to be part of a very exciting and rewarding opportunity to design and develop technical solutions to support a number of key government agencies? Do you want to be part of a team who provide leading edge secure solutions for customers in defence, blue light, science/medical and other industry research departments often within universities?

If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities, then we are keen to talk to you.

Step forward and realise your full potential by joining an agile and talented team who is responsible for developing, building, and supporting technical 1st line solutions within a secure managed services context along with diagnosing and resolving incidents with existing infrastructure.

You will be a part of a great company, where you will be able to grow and develop your skills and experience.

  • Department: Service Operations & Technical Support, Technical Delivery
  • Type: Full Time (24x7 rota)
  • Salary: Competitive
  • What you’ll be doing:

    A great opportunity to join the expanding Prolinx Service Operation team at our Shrivenham site. We are looking to recruit an IT Service Desk Shift Lead to help drive the performance of our 24×7 IT Service Desk.

    Acting as a Shift Lead, your primary role will be providing guidance, support and coaching to a dedicated team of Service Desk Analysts, operating a 24 x 7 shift rota.

    Experience in driving Service Improvement activities is highly beneficial. We base our processes around ITIL best practice, so familiarity with this is highly desirable.

    You will be experienced in delivering against challenging SLAs in a Technology Managed Service organisation, whilst also striving to achieve the highest level of quality and customer service.

    This role plays an integral part for both Management Escalations and the Major Incident processes, performing a critical co-ordination role; working closely with our other technical teams.

    You will have previous management or supervisory experience, but for the right candidate we will look to support you if this is your first management role.

    A typical breakdown of your role would be:

    • Work as part of the 24 x 7 shift system on the IT Service
    • Answer calls & e-mails from our customers on the ITSD when workloads are high or during any reduced staffing levels.
    • Act as a point of escalation for queries from colleagues and as part of the Major Incident
    • Assist the Service Management team in the production of both regular and ad hoc
    • Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs.
    • Challenge poor performance or process and instigate improvement Ensure working aids are appropriate and updated.
    • Coach, develop and motivate colleagues, offering training sessions to address gaps in
    • Support Service Operations with people management activities, from day-to-day shift admin through to regular performance and development reviews.

    Shift Pattern:

    • Current Shift Pattern: 4 on 4 off – 12 hour Consists of 4 x 12 hour day* shifts, followed by 4 days off, followed by 4 x 12 hour night** shifts, followed by a further 4 days off etc.

    *Day shift: 7am – 7pm      **Night shift: 7pm – 7am

    What we need from you:

    • Passionate about Service
    • Flexible in their approach to work always, committed to ensuring tasks are completed to
    • Able to respond quickly to changing
    • Able to work proactively, under one’s own
    • Keen to learn and progress professional
    • Able to obtain Security Clearance to SC level and potentially to DV

    What skills and experience do you need?

    Essential skills:

    • Exceptional customer service & communication
    • Experience working with both internal teams and external
    • Experience of supervising a team or mentoring others
    • Proven analytical and problem-solving
    • Effective prioritisation and execution of tasks in a high-pressure
    • Excellent time-management & organisational
    • Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders.

    Desired skills:

    • IT Service Management toolsets (Cherwell, Remedy, ServiceNow etc)
    • Centralised monitoring toolsets (e.g. SolarWinds/Nagios/Icinga/etc)
    • Windows 10 (for end user compute)

    What skills and experience do you need?

    Essential skills:

    • Exceptional customer service & communication
    • Experience working with both internal teams and external
    • Experience of supervising a team or mentoring others
    • Proven analytical and problem-solving abilities
    • Effective prioritisation and execution of tasks in a high-pressure
    • Excellent time-management & organisational
    • Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders.

     

    Apply
  • A bit about us

    Prolinx offers a great opportunity to grow your career and can offer many prospects for the future. If you’re ambitious, highly self-motivated and ready for a challenge then this is the time to join an exciting and vibrant company and have the opportunity to work for a UK market leader in secure managed services.

    We are always on the lookout for talented individuals to join our growing team. As a UK based SME, we are keen to expand our network and develop our services so we need people we can rely on, who work well in a small team and who are confident in what they do.

    You will be a part of a great company, where your skills and experience will be tested and valued.

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    Prolinx Employee Benefits

    • Icon Blue Learning

      Learning & Development opportunities

    • Icon Blue Sun

      Up to 24 days holiday plus bank holidays

    • Icon Blue Sun

      + Long service holiday rewards

    • Icon Blue Calendar

      Flexible working options

    • Icon Blue Award

      Company Bonus schemes

    • Icon Blue Bank

      Pension matched up to 10%

    • Icon Blue Bike

      Cycle to Work scheme

    • Icon Blue Health

      Health & well-being scheme

    • Icon Blue Retail

      Perkbox discount options

    • Icon Blue Handshake

      Charitable opportunities & events

    • Icon Blue Award

      Vetting support & sponsorship

    • Icon Blue Bank

      Financial support for advanced vetting

    • Icon Blue Health

      Free healthy office snacks, fruit & drinks

    • Icon Blue Handshake

      Supportive working culture