Redcentric

About the Company

Redcentric is a managed service provider. We deliver highly available network, cloud and collaboration solutions that help public and private sector organisations succeed.

Our mission is to deliver agile, available and assured solutions that help you achieve your desired outcomes. We underpin the delivery of assured managed services through our multiple UK data centres, national 100Gb MPLS network and duel 24/7 network operation centres. Our extensive experience of 20+ years across the public and private sector enables us to guide you by leveraging our technical expertise to navigate the rapid pace of change.

Headquartered in Harrogate with offices in London and Reading, our 450-strong team are primed to deliver for your organisation and support you to reach your goals.

Listed Jobs

Company Name

Redcentric

Job Title

Technical Support Shift Leader

Job Description

**Job Title**: Technical Support Shift Leader **Role Summary** Lead a 2nd‑line technical support team, managing shift operations, ensuring high‑quality customer service, and driving team performance while maintaining SLA targets. **Expectations** - Deliver operational leadership during assigned shift. - Ensure all support tickets are triaged, resolved, or escalated promptly. - Collaborate with 1st‑line, engineering, and product teams. - Maintain accurate documentation and real‑time reporting. **Key Responsibilities** - Supervise and mentor support engineers, providing guidance on technical issues and professional development. - Monitor ticket queue, prioritize incidents, and assign tasks to team members. - Escalate complex problems to higher‑level support or engineering teams. - Ensure adherence to service‑level agreements and quality metrics. - Produce daily/weekly shift reports on ticket trends, resolution times, and customer satisfaction. - Conduct shift huddles, briefings, and de‑briefs to keep staff aligned. - Identify recurring problems, recommend process improvements, and implement best practices. - Provide customer communication when necessary, maintaining a high‑level service experience. - Participate in training sessions and prepare team for upcoming system changes or releases. **Required Skills** - Strong technical acumen (OS, networking, virtualization, and cloud concepts). - Leadership and coaching experience in a tech support environment. - Excellent time‑management and triage decision‑making abilities. - Outstanding written and verbal communication skills. - Ability to analyse metrics, identify trends, and recommend improvements. - Proficiency with support ticketing systems and remote‑access tools. **Required Education & Certifications** - Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience). - Relevant certifications preferred: CompTIA A+, Network+, ITIL Foundation, or equivalent. - 2+ years of experience in technical support or incident management, with at least one year in a supervisory or shift‑lead role.

Harrogate, United kingdom

On site

26-02-2026