24/7 Shift Lead

4 months ago

StokeonTrent, United Kingdom SecureCloud+ Full time

**The Role**

Here at SecureCloud+ we are seeking a highly capable Shift Team Lead to spearhead one of our 24x7 operations shift in Stoke on Trent. This pivotal role involves leading a team of 24x7 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.

**Role Responsibilities**

Key responsibilities include but are not limited to:

- 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.

**Education and Experience Requirements**

As the 24/7 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 24x7 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 24x7 operations.

Already work with us? Send your CV direct to Recruitment.

**The Company**

SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.

Are you ready to embark on this exciting career opportunity? We look forward to welcoming you to our esteemed team at SecureCloud+.
- SecureCloud+ is an equal opportunities employer and does not discriminate based on 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._

**Job Types**: Full-time, Permanent

Pay: Up to £45,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Relocation assistance
- Sick pay

Application question(s):

- UK Security Clearance is required for this role: Can you confirm you are a UK National and/or have been a UK resident for 5 years?
- What is your required salary?
- What is your notice period?

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: 24/30

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