Shift Lead

Technical | Marlow

Reports To:

Service Desk Team Leader




Competitive plus benefits

Softcat is one of the UK’s leading technology solutions businesses. Thanks to the success and growth of our services, we offer an increasingly broad range of tech careers. There could be a bright future for you if you’re interested in software, networking, analytics or cyber security.

Success. The Softcat way.

Softcat is a £1billion+ technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.


Your role

As a Shift Lead, you will be responsible for overseeing all operational activities across your shift team to ensure excellent customer service is provided and SLAs/KPIs are met. You will need to ensure the workload is evenly distributed amongst the shift and key tasks are being handled correctly; you will act as a point of escalation for technical issues and be the decision maker for engaging On-Call technical engineers. You will also need to work collaboratively with the Service Assurance shift team when performing ticket reviews and provide regular feedback on Shift Members to the Team Leaders.

What we need from you

  • Existing experience working within a Service Desk and Support environment
  • Good technical understanding of various aspects of IT (including but not limited to; Storage, Virtualisation, Networking & Security and EUC)
  • Confident communicator at all levels
  • Ability to quickly identify problems and engage processes to mitigate customer impact
  • Ability to plan and prioritise workload
  • Strong knowledge of ITIL processes
  • Excellent troubleshooting, analytical and diagnostic skills


We offer a good salary and benefits package including a pension scheme, life assurance, healthcare cash plan and access to Perklife, our dedicated portal for all things perks and benefits at Softcat. It’s designed to give you the flexibility and choice to suit your lifestyle and needs - there really is something for everyone. So whether it’s activity passes or technology discount vouchers you’re after, or you would prefer to buy extra holiday for yourself, or add your partner or family to some of the benefits… it’s entirely up to you. We’ll even give you an extra day’s holiday on top of your usual entitlement on your birthday.

Apply now

To become part the success story, please apply below now!

Softcat is an inclusive company where you can enjoy the career you want, without changing the person you are. We’re welcoming to all and passionate about promoting greater diversity in the tech sector.