Out Of Hours Shift Lead

Focus Group

1d•Remote

About The Position

Focus Group is looking for an Out of Hours (OOHs) Shift Lead to play a key leadership role within our 24x7 Service Operations function. You’ll lead a team of Service Desk Analysts during non‑standard hours, ensuring high‑quality service delivery, strong incident management, and a consistent, customer‑first approach. As the most senior point of contact during OOHs periods, you’ll take ownership of escalations, major incidents, and emergency changes—driving fast resolution and maintaining service stability across our customer base.

Requirements

Proven experience leading technical support teams in a 24x7 or out‑of‑hours environment
Strong experience managing major incidents and escalations independently
Solid understanding of ITIL (incident, problem, and change management)
Experience managing emergency changes with a focus on risk and service impact
Ability to make confident, time‑critical decisions in high‑pressure situations
Strong organisational skills and the ability to manage multiple priorities simultaneously
Excellent communication skills, with the confidence to lead during major incidents
Strong technical understanding across service desk tooling and supported systems
A proactive, improvement‑focused mindset

Nice To Haves

Experience working within MSP or enterprise service environments
Advanced ITIL certification
Experience with service management tooling and monitoring platforms

Responsibilities

Lead and motivate the OOHs Service Desk team, driving performance against SLAs, KPIs, and CSAT targets
Act as the senior escalation point during out‑of‑hours shifts, making critical decisions to resolve issues quickly
Own and coordinate major incident responses, ensuring clear communication and swift service restoration
Manage and execute emergency changes, including risk assessment and stakeholder coordination
Identify opportunities for continual service improvement across processes, tooling, and support models
Maintain and update risk registers, logging and managing operational risks
Collaborate with internal and external teams to deliver scalable, supportable solutions
Coach and support team members through 1:1s, performance reviews, and ongoing development
Ensure accurate documentation, including SOPs, escalation paths, and shift handovers
Act as a communication bridge during major incidents between technical teams and stakeholders
Produce reporting on performance, trends, and service improvements specific to OOH operations
Support a strong team culture focused on accountability, quality, and continuous improvement