Contract Type
Contract Type
75 hours over 2 weeks but not exceeding more than 48 hours per week
Brisance House, Euxton Lane, Lancashire, PR7 6AQ

Role Summary

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

The Service Support Shift Lead is responsible for managing a shift team of Application Support Analysts. Having overall responsibility for the work produced by their team, the role combines management activities with Application Support Analyst duties. The Service Support Shift Lead is responsible for supporting the delivery of excellent customer service to Utiligroup clients. The Service Support Shift Lead, working with the Service Support Manager, will have responsibility for managing a shift team including the management and planning of the team’s workload and ensuring delivery of all required activities during core and extended hours.

The Service Support Shift Lead will be calm under pressure, adaptable to changing priorities and will have a strong sense of accountability and a determination to deliver excellent customer service.

Shift work:Shifts covering Monday to Saturday, 07:00-21:30.

75 hours over 2 weeks but not exceeding more than 48 hours per week.

Role Responsibilities

As the Service Support Shift Lead you will be responsible for managing a team of Application Support Analysts. You will be responsible for overseeing and reviewing work produced by the team and providing overall direction to the team. Specific responsibilities will include:

Application support:

  • Responsible for delivery of service to customers within SLA for incident response and resolution during your shift
  • Responsible for managing and developing the shift team
  • Perform the role of Major Incident Manager during shift and manage incident resolution and escalations in accordance with agreed processes
  • Management of a busy client support desk and first and second line resolution, including all incident and problem management, triage and management of escalations into customers and 3rd parties during your shift
  • Take responsibility for the work you and your team produces
  • Manage ITIL based service support processes
  • Keeping up to date with team’s progress and workload, providing reports and updates into your manager


  • To understand the concept of solution implementation; assist in the implementation of new and amended solutions
  • To report progress and participate in progress meetings
  • To understand the importance of configuration management and participate within a formal configuration and change management system
  • To understand the importance of change control and work within a formal change control system
  • To understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities
  • To contribute to the project planning process by providing estimates of effort and elapsed time for the assigned work; to advise of any deviations from the plan
  • Providing continuity between shifts teams, keeping the Service Support Manager up to date and briefed with Shift activities
  • Managing and developing knowledge with the team
  • Working with your team, peers and management to drive continual service improvement and efficiencies in the operation
  • Ensure your team are integrated with the wider teams, ensuring consistency of process and approach
  • Be flexible in your approach to the role and task completion and when applicable ‘step in’ or ‘step up’ to other roles/positions that may need support
  • Comply with internal systems, procedures and processes and ensure that the team comply with these

As Service Support Shift Lead you will also be required to be hands-on with Application Support activities including:

  • Triage and resolution of incidents
  • Installation and configuration of applications
  • Investigate complex issues, identify and implement solutions to new and re-occurring problems in the deployment of applications

ISO Awareness

  • Follow IMS Policies
  • Reporting of Incident
  • ISO Responsibilities
  • ISO Staff Awareness

How Measured

  • Shift Team meeting contracted SLAs
  • Successful management of Major Incidents within SLA
  • Creation and Maintenance of comprehensive Knowledge Base
  • Well run and integrated shift team

About You

  • Ability to manage a busy team
  • Ability to manage shifts
  • Calm under pressure
  • Conscientious with a strong sense of pride and accountability
  • Good problem solving techniques
  • Customer focused
  • Excellent written & verbal communications
  • Excellent interpersonal and team working capabilities
  • Able to take responsibility and motivate team members in difficult or stressful situations

Qualifications, Attributes & Experience

  • Experience of working in ITIL environment
  • Experience of managing a team
  • Previous work experience in deploying and configuring software applications and working on a busy supply side service desk.