Stoke-on-Trent, Staffordshire, England
IT, Internet
Permanent | Full Time
ASAP
15/10/2024
12/11/2024
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.