Responsible for overseeing technical support operations during assigned shifts, ensuring incidents are handled efficiently, escalations are managed appropriately, and that handovers between shifts are thorough and effective.

We offer:

• Manage incoming incidents for Dematic Software customers during shift hours
• Prioritise and assign workloads based on business impact
• Monitor shift activity, provide support and guidance to team members
• Resolve escalations and ensure clear communication with other teams
• Conduct daily team meetings and manage the shift handover process
• Track team performance against targets and ensure daily objectives are met
• Train and coach new team members
• Ensure operational workflows and documented procedures are followed
• Contribute to weekly performance reporting

Tasks and Qualifications:

• Strong leadership skills with the ability to make sound decisions quickly
• Proven team management or shift lead experience
• Clear, confident communicator in English
• Calm under pressure with a methodical and flexible approach to problem-solving
• Familiarity with incident management tools and reporting systems
• Customer-facing experience in a technical support context
• Comfortable working shifts, including weekends and overnights