Deputy Shift Leader Service Desk Support Engineer

Service Desk Support Engineer

Take ownership of 24/7 service delivery within a mission‑critical defence environment. You will lead a dedicated technical team, shaping support processes and ensuring the stability of secure managed services that protect national interests.

The essentials

• Sole British National due to defence sector restrictions
• Some leadership or supervisory experience in an IT support capacity.
• Background in Managed Service Provider (MSP) or technical helpdesk environments.
• Proficiency in IT Service Management (ITSM) tools and ITIL processes.

What is in it for you

The employer provides a matched pension of up to 10% and a comprehensive rotational shift allowance to support your work‑life balance and long‑term security.

What you will be doing

• Overseeing the daily operations of a 24/7/365 service desk to ensure rapid incident resolution.
• Providing mentorship and technical guidance to a team of junior technicians.
• Acting as the primary escalation point for complex technical issues and high‑priority incidents.
• Monitoring system alerts and performing routine health checks on secure IT services.
• Developing knowledge base articles to improve team efficiency and service consistency.
• Ensuring all activities align with “Secure by Design” principles and security policies.

Your profile

• Experience leading technical teams through complex problem‑solving.
• Excellent communication skills with the ability to convey technical concepts to non‑technical users.
• Calm under pressure with the ability to manage competing priorities in a fast‑paced environment.
• Proactive approach to process improvement and service delivery enhancement.
• Strong hardware and software troubleshooting capability.

Flexibility and rewards

The employer supports you through:

• Participation in an Employee‑Owned Trust giving you a sense of ownership.
• Matched pension contributions up to 10%.
• Annual learning credits and structured professional development.
• Performance‑based bonus schemes and long‑service awards.
• Health and well‑being initiatives including cycle to work and gym discounts.

Where you will work

This role is based in Shrivenham and operates on a hybrid working pattern. You must be able to commit to a 24/7/365 rotational shift pattern including nights and weekends.

Due to the nature of work at our client’s site, these vacancies are only open to British Citizens.

This is a permanent role.

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