Out of Hours Shift Lead

We’re Hiring – Out of Hours Shift Lead

Salary – up to £40,000

Location – UK – Remote

Shifts – This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00pm to 7:00am. Shifts will include weekends and public holidays.

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK’s fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

The 24×7 Out of Hours Service Desk Shift Lead is responsible for leading a team of Service Desk Analysts to ensure high-quality customer service during non-standard hours. As the senior contact during these periods, the Shift Lead oversees uninterrupted service delivery, handles escalations, leads emergency changes, and coordinates major incident responses. This role is key to maintaining operational stability, driving continuous improvement, and supporting a customer focused service culture.

Key Responsibilities:

• Provide effective leadership and motivation to the OOHs team, ensuring consistent performance against defined KPIs, SLAs, and CSAT targets.
• Act as the senior escalation point during OOHs shifts, making critical decisions to resolve service issues and mitigate business impact.
• Lead and coordinate major incident responses during OOHs, ensuring clear communication, fast recovery, and proper documentation in line with ITIL best practices.
• Execute and manage emergency changes during OOHs, assessing risks, obtaining appropriate approvals, and ensuring change-related incidents are minimised.
• Drive a culture of continual service improvement by identifying inefficiencies and recommending enhancements to systems, processes, or support models.
• Maintain and update the Service Desk risk register, logging operational risks identified during OOHs operations.

Skills & Experience:

• Proven ability to lead, coach, and manage technical support teams in a 24×7 and OOHs service delivery environment.
• Experience managing critical escalations and major incidents independently, including coordinating response teams and stakeholder communications.
• Solid understanding of ITIL principles, with practical application in incident, problem, and change management.
• Skilled in performing emergency changes, including risk analysis, real time coordination, and impact minimisation.
• Strong self-motivation with the ability to operate autonomously and make sound, time-sensitive decisions during high-pressure situations.
• Exceptional organisational and prioritisation skills to manage multiple ongoing issues effectively.
• Excellent interpersonal and communication skills (both written and verbal), with the ability to lead during crisis situations.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly – we’re here to help.

Ready to make a real impact? Apply now!