- Professional
- Bureau à Stockport
Responsible for overseeing technical support operations during assigned shifts, ensuring incidents are handled efficiently, escalations are managed appropriately, and that handovers between shifts are thorough and effective.
We offer:
- Manage incoming incidents for Dematic Software customers during shift hours
- Prioritise and assign workloads based on business impact
- Monitor shift activity, provide support and guidance to team members
- Resolve escalations and ensure clear communication with other teams
- Conduct daily team meetings and manage the shift handover process
- Track team performance against targets and ensure daily objectives are met
- Train and coach new team members
- Ensure operational workflows and documented procedures are followed
- Contribute to weekly performance reporting
Tasks and Qualifications:
- Strong leadership skills with the ability to make sound decisions quickly
- Proven team management or shift lead experience
- Clear, confident communicator in English
- Calm under pressure with a methodical and flexible approach to problem-solving
- Familiarity with incident management tools and reporting systems
- Customer-facing experience in a technical support context
- Comfortable working shifts, including weekends and overnights
