Job Title: Shift Team Lead 24/7
Location: Stoke-on-Trent
Salary: £45k DOI
Role Purpose
We are currently seeking a highly capable Shift Team Lead to spearhead one of our 24×7 operations shift in Stoke on Trent. This pivotal role involves leading a team of 24×7 Support Engineers, ensuring the seamless operation of our IT infrastructure round-the-clock. The Shift Team Lead will be instrumental in managing, guiding, and enhancing the performance of our engineering team, facilitating our mission to become a premier operational hub for the defence and security industry.
As 24×7 operations is new to SC+ the successful candidate will join a phased approach to supporting our services. Joining an extended working day shift, moving into weekend support onto a full 24×7 rota. The established rota will run as a 12-hour shift, working 4 days on 4 days off.
Role Responsibilities
Key responsibilities for this role may include:
- Oversee the shift operations, providing leadership and direction to a team of 24×7 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.
Education and Experience Requirements
As the Shift Team Lead you will have:
- Minimum of 5 years in IT support, including significant experience in 2nd and 3rd line roles.
- Prior leadership or supervisory experience in a 24×7 operational environment preferred.
- ITIL Foundation certification required; advanced IT qualifications (e.g., BTEC, A Levels, HND/HNC, Degree) highly desirable. Additional IT certifications will be considered an asset.
- 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 24×7 operations.
SecureCloud+ is an equal opportunities employer and does not discriminate on the basis of age, sex, colour, religion, race, disability, or sexual orientation. Our hiring decisions are based on an individual’s experience and qualifications for the job advertised.