Ensure effective 24/7 coverage through rota planning, shift management, absence cover, and fair allocation of shifts. Monitor individual and team performance, providing coaching, feedback, and support alongside the Service Desk Team Lead. Act as an escalation point for operational issues affecting service delivery or customer experience. Produce monthly … service management, incident management, request fulfilment, SLAs, and escalation processes. Experience with ITSM tools, phone systems, reporting, and performance monitoring. Strong people management, coaching, analytical, and stakeholder management skills. Experience managing rotas and teams within a 24/7 support environment. Personal Qualities Accountable, proactive, and customer-focused. Confident managing ...