IT Operations, 24/7 Shift Lead

Working for an MSP on exciting projects, looking for an experienced IT Shift Team Lead to spearhead the 24x7 operations shifts. This pivotal role involves leading a team of 24x7 Support Engineers, ensuring the seamless operation of IT infrastructure round-the-clock. The Shift Team Lead will be instrumental in managing, guiding, and enhancing the performance of the engineering team, facilitating our mission to become a premier operational hub for the defence and security industry.

This is a new 24x7 operations team and once the team is established the rota will run as a 12-hour shift, working 4 days on 4 days off.

Minimum of 5 years in IT support, including significant experience in 2nd and 3rd line roles.
Prior leadership or supervisory experience in a 24x7 operational environment
ITIL Foundation certification required
Strong leadership and communication skills, ability to work under pressure, excellent problem-solving abilities, and a proactive approach to incident management and team development.
Willingness to work on a rotating schedule, including nights, weekends, and holidays, to support 24x7 operations.

Oversee the shift operations, providing leadership and direction to a team of 24x7 Support Engineers.
Foster a collaborative environment that encourages innovation and continuous improvement.
Serve as the first point of escalation for complex incidents.
Coordinate with engineers to ensure efficient and timely resolution, maintaining high service levels.
Organise and manage the shift rota, ensuring optimal staffing levels across all shifts to maintain uninterrupted service.
Handle shift changes, leave requests, and cover arrangements to ensure a balanced workload.
Monitor system performance and team effectiveness, identifying areas for improvement.
Implement strategies to enhance productivity and service quality.
Facilitate clear and effective communication within the team and across shifts.
Ensure critical information is accurately conveyed to all relevant stakeholders, including updates on incidents, system changes, and maintenance activities.
Identify training needs and opportunities for team development.
Mentor team members, encouraging the acquisition of new skills and professional growth.
Ensure the team adheres to established operational procedures and security protocols.
Contribute to the development and revision of policies to reflect best practices and operational insights.
Candidates must possess or be eligible to obtain SC clearance, with a view to obtaining UK Developed Vetting (DV) clearance as required