Shift Lead / Duty Manager

About the Role
Supervise the on-shift technical team across multiple disciplines and manage shift performance against agreed SLAs. This position requires coordination of incident response, technical priorities, and resource allocation during the shift. You will act as the first escalation point and initiate the major-incident procedure when required. Additionally, an essential part of your role will be conducting effective shift handovers and maintaining accurate shift logs. You will ensure that ITSM incident/service records are properly completed, and manage CMDB updates and other required technical records during your shift. Monitoring shift performance, handover quality, incident coordination, and safety compliance will also be key responsibilities.

Responsibilities

• Supervise the on-shift technical team across multiple disciplines.
• Manage shift performance against agreed SLAs.
• Coordinate incident response, technical priorities, and resource allocation during the shift.
• Act as the first escalation point and initiate the major-incident procedure when required.
• Conduct effective shift handovers and maintain accurate shift logs.
• Ensure ITSM incident/service records are properly completed.
• Ensure CMDB updates and other required technical records are completed during the shift.
• Monitor shift performance, handover quality, incident coordination, and safety compliance.

Requirements

• Diploma or Degree in IT, Engineering, or a relevant technical discipline.
• ITIL Foundation certification.
• Minimum 6 years of ICT support experience, including supervisory experience within a 24x7 operational environment.
• Supervisory or team-leadership training.
• Broad technical understanding across ICT and operational technology environments.
• Proven experience supervising technical teams and managing operational incidents.
• Excellent communication, coordination, and shift-management capabilities.