Service desk deputy shift lead

Service Desk Deputy Shift Lead

Location: Shrivenham, Swindon
Salary: Up to £30,000

About the Company:
Mainstay is representing a well-established managed service provider based in the Swindon area. This organisation delivers leading-edge secure solutions to customers in defence, blue light services, science/medical fields, and various university research departments.

Role Breakdown:
As a Service Desk Deputy Shift Lead, you will have the following responsibilities:

Primary Responsibilities:

• Serve as the initial contact for both external and internal customers, ensuring prompt and professional responses to all communications (phone calls, emails, etc.).
• Identify, register, and categorise incidents, resolving issues at first contact using standard procedures and knowledge bases.
• Work closely with other support teams to troubleshoot or escalate complex issues.
• Allocate incidents in accordance with agreed SLAs and KPIs, and manage incidents to ensure customers receive regular updates and issues progress in line with Service Level Targets.
• Ensure all actions and diagnostics are accurately recorded in the Service Management toolset.

Deputy Responsibilities:

• Act as a point of escalation for queries from colleagues.
• Coordinate engineers and communications during Major Incident processes.
• Coach, develop, and motivate colleagues, providing training to address capability gaps.

Candidate Requirements:
As a Service Desk Deputy Shift Lead, we need someone who is passionate and flexible, with the following attributes:

• Passionate about service delivery.
• Flexible and committed to completing tasks to deadlines.
• Able to respond quickly to changing priorities and work proactively under own initiative.
• Keen to learn and progress professionally.
• Must be able to obtain Security Clearance to SC level and potentially to DV.

Essential Skills:

• Exceptional customer service and communication skills.
• Experience collaborating with internal teams and external suppliers.
• Strong analytical and problem-solving abilities.
• Effective prioritisation and execution of tasks in high-pressure environments.
• Excellent time-management and organisational skills.
• Ability to challenge and improve existing processes constructively.

Desired Skills:

• Familiar with IT Service Management toolsets (e.g., Cherwell, Remedy, ServiceNow).
• Experience with centralised monitoring tools (e.g., SolarWinds, Nagios, Icinga).
• Proficiency with Windows 10 and Windows Server 2016 onwards.
• Knowledge of Microsoft O365 suite, especially in hybrid deployments.
• Experience with Active Directory administration, Linux server OS (RHEL and/or CentOS), VMware vSphere and ESX.
• Knowledge of backup and restore products (EMC, Veeam).
• Understanding of networking (LAN/WAN), ideally with Cisco, Juniper, or Fortinet.
• Experience working within an ITIL environment and supervising or mentoring a team.

Benefits:
A position as a Service Desk Deputy Shift Lead comes with an array of benefits:

• Annual professional and training development plan.
• Internal promotion model.
• Hybrid and flexible working options.
• Additional holidays after 2 and 5 years of service.
• Discretionary bonuses and regular salary reviews.
• 20% shift allowance (included in quoted salary).
• Subsidised healthcare scheme.
• Government Pension Scheme with up to 10% matching contributions.
• Perkbox employee incentive scheme.
• Recommend-a-friend scheme with up to £1500 payout.
• Social events and gatherings.
• Onsite parking.
• Cycle to work scheme.

If you are passionate about service delivery, proactive, and eager to develop your career in a supportive and dynamic environment, we encourage you to apply for the Service Desk Deputy Shift Lead position.