Job Description
Job DescriptionOverview
The Service Desk Shift Lead provides frontline leadership and operational oversight during off business hours shifts within All Lines Technology’s ALLManage Service Desk. This role ensures that L1 Analysts on duty deliver high quality support, meet customer SLAs, and maintain service excellence across all afterhours operations. The Shift Lead acts as the point of escalation, supports analysts in real time, and steps in directly during periods of high call volume.
This position is ideal for a strong analyst ready to take on leadership responsibilities and contribute to the stability and performance of a 24/7 service model.
Key Responsibilities
Shift Leadership & Operational Oversight
- Provide hands on leadership for L1 Analysts during assigned off hours shifts.
- Monitor ticket queues, call volume, and SLA performance to ensure customer expectations are consistently met.
- Serve as the on-shift escalation point for technical or customer related issues.
- Coordinate workload distribution to maintain balanced coverage and efficient handling of requests.
- Ensure adherence to established processes, documentation standards, and escalation procedures.
Analyst Support & Development
- Offer real time coaching, guidance, and support to analysts throughout the shift.
- Assist with onboarding and training of new analysts, including customer specific procedures and system usage.
- Deliver ongoing updates and refresher training to existing analysts as customer environments or expectations evolve.
- Provide feedback to Service Desk Managers regarding analyst performance, skill gaps, and development opportunities.
Customer Experience & Communication
- Maintain a high level of professionalism and customer focus across all interactions.
- Ensure timely and accurate communication with customers during incidents, escalations, or service disruptions.
- Support smooth handoffs between shifts by documenting key events, open issues, and operational notes.
Hands On Support
- Jump in to handle calls, tickets, or chats during peak volume or when analysts need assistance.
- Troubleshoot issues directly to help maintain SLA compliance and reduce backlog.
- Model best practice service desk behaviors and technical troubleshooting approaches.
Continuous Improvement
- Identify recurring issues, process gaps, or training needs observed during off hours operations.
- Provide recommendations to Service Desk Managers to improve workflows, documentation, and customer experience.
- Contribute to a culture of accountability, teamwork, and continuous improvement.
Qualifications
- 2–4 years of experience in a Service Desk or IT Support role; prior leadership or mentoring experience preferred.
- Strong understanding of ticketing systems, UCaaS platforms, and standard service desk workflows.
- Ability to lead and support a team in a fast-paced, high-volume environment.
- Excellent communication, problem solving, and customer service skills.
- Ability to remain calm and effective under pressure, especially during high volume periods.
- Willingness to work off hours shifts, including evenings, nights, weekends, or holidays as scheduled.
Why This Role Matters
- Ensures consistent, high quality support across the full 24/7 operation.
- Strengthens analyst performance and customer satisfaction during critical off hours windows.
- Provides a leadership development path within the ALLManage organization.
- Helps maintain operational stability, SLA compliance, and customer trust.
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