Deputy Shift Leader Service Desk Support Engineer

Job Title
Shift Leader Service Desk Support Engineer Area of Business
Product and DevOps Engineering Review Date
October 2025

Job Description
Role Overview:
We are seeking a proactive, customer-focused and dedicated Shift Leader Service Desk Support Engineer to oversee the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will be responsible for managing a team of service desk technicians, providing technical support, and ensuring the efficient and effective resolution of IT issues for end-users.

This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.

Key Accountabilities / Responsibilities:
Team Leadership & Supervision:
Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritised, and resolved in a timely manner.
Provide mentorship, guidance, and on-the-job training to junior technicians.
Serve as the point of escalation for more complex or high-priority incidents
Ensure team members follow procedures, managing their tickets effectively, and adhering to established service level agreements (SLAs).
Service Desk Operations:
Serve as the primary point of contact for all IT-related inquiries and incidents from end users via phone, email, or ticketing system.
Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system. 
Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
Perform quality assurance checks on support tickets to ensure thoroughness and accuracy.
Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency.
Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
Monitor system alerts and perform routine checks to ensure IT services are running optimally.
Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.
Communication & Reporting:
Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests.
Monitor performance metrics, ensuring the team meets established service level agreements (SLAs).
Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.

Continuous Improvement:
Proactively identify areas for process improvement and recommend solutions to enhance service delivery.
Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
Participate in training and development opportunities to improve technical skills and knowledge

Skills, Knowledge, and Experiences:
Experience:
At least 2+ years of experience leading or supervising a team in an IT support capacity.
Proven experience in IT support, technical support, or helpdesk roles ideally within an MSP environment.
Prior experience in a leadership or supervisory capacity within an IT environment is preferred.

Technical Skills:
Familiarity with relevant engineering tools, programming languages, or technologies.
Strong desire to learn and develop technical skills.
Competence with helpdesk software or ticketing systems.
Leadership & Communication Skills:
Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
Ability to handle high-pressure situations and manage competing priorities effectively.
Ability to work independently and as part of a team in a fast-paced environment.
Strong problem-solving skills and the ability to troubleshoot hardware and software issues effectively.
Strong customer service orientation, with a focus on providing timely and effective support.
To demonstrate and work in line with the core values of Prolinx which will be taken into consideration for any reward and recognition processes for this role (i.e., performance management).

Compliance with Company Policies, Procedures and Rules
A condition of Employment as an Employee shall be, at all times, to comply with all Policies, Procedures and Rules of the Company, which include, but are not limited to: the Prolinx Integrated Management System (IMS) Manual, Prolinx Information Security Management System (ISMS) Manual and includes all Policies, Procedures and Rules specified in the Company’s Employee Handbook.
Equal Opportunities
Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.

The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support.
The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers