Deputy Shift Lead – Service Desk Support Engineer Full Time

Company Description

Prolinx, The Secure Sovereign Company, is a British-owned SME, established in 1997, specialising in providing UK Sovereign secure cloud solutions for Defence, National Security, Government, Academia, and Industry. Prolinx offers secure and seamless connectivity and reliable cloud environments to enable data-driven success. The company is committed to delivering engineering excellence through its skilled and assured UK workforce, fostering transparent partnerships with clients. Prolinx supports mission-critical projects by protecting data and promoting information advantage for industry partners and their supply chains.

Role:

We are seeking a proactive, customer-focused and dedicated Deputy Shift Leader Service Desk Support Engineer to support the Shift Leader in overseeing the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will play a key role in leading the service desk team during their assigned shifts, ensuring that all technical support requests are handled efficiently, and maintaining high levels of customer satisfaction.

This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

This is a fantastic opportunity for an experienced service desk professional with leadership potential who is ready to step into a supervisory role.

Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.

Team Leadership & Supervision:​

• Assist the Shift Leader in managing and coordinating the activities of the service desk team during the shift and deputises in their absence. 
• Ensure team members follow procedures, manage their tickets effectively, and adhere to established service level agreements (SLAs). 
• Serve as the point of escalation for more complex or high-priority incidents when the Shift Leader is unavailable. 
• Help monitor and guide team performance, ensuring that support requests are handled promptly and accurately. 

Service Desk Operations:

• Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email or ticketing system. 
• Ensure that all incidents are appropriately categorised, prioritised and tracked through the ticketing system. 
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
• Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. 
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness. 
• Perform quality assurance checks on support tickets to ensure thoroughness and accuracy. 
• Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency. 
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction. 
• Monitor system alerts and perform routine checks to ensure IT services are running optimally. 
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.

Communication & Reporting:

• Maintain effective communication with end-users, ensuring that they are kept informed of the status of their incidents and requests. 
• Monitor performance metrics, ensuring the team meets established service level agreements (SLAs). 
• Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note. 

Continuous Improvement:

• Proactively identify areas for process improvement and recommend solutions to enhance service delivery. 
• Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies. 
• Participate in training and development opportunities to improve technical skills and knowledge. 

Experience:

Proven experience in IT support, technical support or helpdesk roles, ideally within an MSP environment. 

Prior experience in a leadership or supervisory capacity within an IT environment is preferred. 

Technical Skills:

• Familiarity with relevant engineering tools, programming languages or technologies. 
• Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint). 
• Strong desire to learn and develop technical skills. 
• Hands-on experience with tools like ServiceNow, Jira Service Management, or similar ITSM Platforms. 

Leadership & Communication Skills:

Strong leadership and team management skills, with the ability to motivate and guide a diverse team. 

Strong verbal and written communication skills, with the ability to convey technical information to non-technical users.

• Ability to handle high-pressure situations and manage competing priorities effectively. 
• Ability to work independently and as a team in a fast-paced environment. 
• Strong problem-solving skills and the ability to troubleshoot hardware and software issues effectively. 
• Strong customer service orientation with a focus on providing timely and effective support. 
• To demonstrate and work in line with the core values of Prolinx which will be taken into consideration for any reward and recognition processes for this role (i.e., performance management). 

Compliance with Company Policies, Procedures and Rules

A condition of Employment as an Employee shall be, at all times, to comply with all Policies, Procedures and Rules of the Company, which include, but are not limited to: the Prolinx Integrated Management System (IMS) Manual, Prolinx Information Security Management System (ISMS) Manual and includes all Policies, Procedures and Rules specified in the Company’s Employee Handbook.

Equal Opportunities

Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements. The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support. The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers.