We''re recruiting for a Service Desk Shift Lead to join a leading organisation on a 6-month fixed-term contract based near Heathrow.This is an excellent opportunity for someone with a strong customer service background and previous supervisory or team leadership experience to lead a small team of up to seven people within a fast-paced Service Management environment. You''ll be responsible for ensuring exceptional customer service, supporting and developing your team, and overseeing the smooth running of each shift.This is an on site role working a 4 days on, 4 days off shift pattern, covering both days and nights.What will you do?Lead, motivate and support a team of up to seven Service Desk Analysts, ensuring high standards of performance and customer service.Act as the first point of escalation for customer queries, incidents and service issues.Oversee daily operations, ensuring all activities are completed efficiently and to a high standard.Monitor workloads, queues and KPIs to ensure service levels are consistently achieved.Coach, mentor and develop team members, identifying opportunities to improve performance and capability.Drive continuous improvement by reviewing processes and implementing enhancements where appropriate.Produce customer-facing service reports and maintain accurate documentation.Build strong relationships with internal stakeholders to deliver an outstanding customer experience.What will you bring?Previous experience within a customer service, contact ce