Technical Shift Supervisor - Service Desk

At Cloud Bridge, we transform how businesses use Cloud Services. We specialise in Consultancy, Managed Services, Cloud Governance, FinOps, and AI/ML to unlock the full potential of the Public Cloud.

Recognised as AWS's Rising Star Partner of the Year for 2023 in EMEA and 2022 in the UK&I, we’re expanding globally with new offices in South Africa and Dubai, a strong presence in the Philippines, and our HQ in the UK.

We’ve managed hundreds of cloud migrations, architectural projects, cost optimisations, and support services for a diverse range of customers, from start-ups to public sector organisations.

As an AWS Premium Partner, we enhance IT experiences for clients across various sectors. If you're ready to make a difference and join an exciting journey with Cloud Bridge, we want to hear from you.

We are seeking a highly organized and technically proficient Cloud Service Desk Technical Shift Supervisor to lead and oversee a team of Service Desk Engineers during assigned shifts. You will be responsible for supervising day-to-day operations, ensuring SLAs are met, guiding the team through technical escalations, and acting as the senior point of contact during your shift.

This is a critical role that ensures operational continuity and high-quality support for cloud infrastructure, platforms, and services.

You will work closely with internal teams and customers to resolve complex cloud issues and contribute to ongoing improvements in their cloud architecture. You will work as a part of our team of Service Desk Supervisors, spreading knowledge and contributing to improving the efficiency of the company, whilst delivering a high level of customer satisfaction.

We have established ourselves as a sociable and approachable company whether this is internally or at external / customer events so the ideal candidate should be both technically confident and sociably comfortable in front of people.

Key Responsibilities

• Be part of the Managed Services department helping deliver service excellence to customers and internal teams.
• Team & Shift Supervision
• Supervise a team of L1/L2 engineers during assigned shifts, ensuring efficient ticket handling and workload distribution.
• Act as the first escalation point for technical issues and service interruptions.
• Ensure adherence to ITIL processes (Incident, Problem, Request Management) during the shift.
• Coordinate shift handovers and ensure clear documentation and communication across shifts.
• Monitor team performance and provide feedback and coaching where needed.
• Service Operations
• Ensure timely response and resolution of cloud service desk tickets in accordance with SLAs and KPIs.
• Oversee monitoring systems and alert management for cloud environments (AWS, Azure, GCP).
• Lead the technical triage of high-impact or complex incidents and coordinate with relevant L2/L3 and cloud engineering teams
• Maintain shift reports, summaries of major incidents, and service disruptions.
  
  

Process & Quality Assurance

• Enforce compliance with change, incident, and escalation management procedures.
• Review and ensure documentation, knowledge articles, and runbooks are up-to-date and followed.
• Participate in regular audits of service desk processes and recommend improvements.
• Support onboarding and training of new team members.
• Monitor and manage ticket queue via the ITSM, ensuring timely response and resolution.
• Oversee escalation of unresolved / complex issues to L2/L3 cloud engineering.
• Oversee knowledge base articles and standard operating procedures as they relate to user issues and troubleshooting steps, to ensure future support efficiency.
• Lead shift handovers and team meetings.
• Participate in incident response as needed, and assist incident response, root cause analysis (RCA), and post-mortems.
• Understand detailed technical aspects of the provided service offerings
• Help implement monitoring, alerting, and automation strategies to improve platform reliability.
• Adhere to Cloud-Bridge’s Policies, Procedures, and Values.
  
  

Essential Skills

• 3+ years of experience in a technical support or service desk environment, including experience with cloud services.
• 1+ year in a supervisory or team lead capacity.
• Experience in a 24/7 operations environment.
• Strong understanding of cloud platforms (Azure, AWS, or GCP), particularly user and infrastructure support.
• Familiarity with ITSM platforms
• Experience working with monitoring and alerting tools (e.g., LogicMonitor, Datadog, Azure Monitor, CloudWatch).
• Solid knowledge of ITIL best practices.
• Strong leadership, organizational, and communication skills.
• Ability to troubleshoot and guide resolution of technical incidents under pressure.
• Ability to robustly lead a team and manage multiple tasks simultaneously.
• Excellent documentation skills across operational process areas.
• Strong time and task management with the ability to manage multiple simultaneous tasks
• Strong interpersonal skills with experience in a customer-facing role
• An engaging and 'can do' attitude.
• Willingness to learn on the job.
• Willingness to work shift patterns.
• Willingness to work in Cloud Bridge offices.
  
  

Desirables

• Skills or certifications such as ITIL Foundation, or cloud fundamentals (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals).
• Experience working within an IT Services or Managed Services provider.
• ITIL v4 Foundation Certification.
• Relevant cloud certifications (e.g., Azure Administrator, AWS Solutions Architect Associate).
• Working knowledge of scripting tools and IaC for automation.
  
  

Benefits Overview

• 25 Days Paid Time-off
• Birthday Leave
• Company Bonus Scheme
• Flexible Working
• Early Friday Finish (Monthly)
• Company Laptop and Peripherals
• Company Sabbatical Scheme
• Personalised Training & Development Plan
• Annual Wellness Allowance
• Company Events
• Wellbeing support
• Mental Health Champions
• Calm app subscription