2nd line Service Desk Shift Manager

2nd line Service Desk Shift ManagerSolihull, West Midlands 40,000 + 20% Shift Allowance ( 48,000 OTE)Permanent 4 on / 4 off Shift Pattern12-hour shifts (7am-7pm and 7pm-7am)We''re looking for a Service Desk Shift Manager to lead one of our 24/7 support teams, managing a group of IT and Network Engineers while ensuring exceptional customer service and SLA performance. This is an ideal opportunity for someone with an MSP background who enjoys developing people, driving service excellence, and remaining technically involved when required. As a Service Desk Shift Manager, you''ll be responsible for the day-to-day operational management of a technical support team, ensuring service levels are achieved and customer expectations are exceeded. Alongside your leadership responsibilities, you''ll act as a senior technical escalation point, supporting engineers with complex incidents and helping drive continuous improvement across the service desk. Key ResponsibilitiesLeading and managing a team of IT, Network, and Voice Engineers.Monitoring ticket queues and ensuring SLA and KPI targets are achieved.Managing escalations and supporting the resolution of complex technical issues.Communicating with customers and attending remote meetings when required.Coaching, mentoring, and developing team members through regular feedback and performance reviews.Supporting recruitment, onboarding, and ongoing staff development.Driving service improvements, processes, and best practices across the ..... full job details .....