IT Operations, 24/7 Shift Lead - OCC Computer Personnel : Job Details

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.