Service Desk Shift Lead

Gatwick Airport

Job Requirements

Service Desk Shift Lead
Are you an experienced IT Service Desk Team Leader, looking to Grow with Gatwick?

The new IT organisation has been designed to reflect our key priorities as we support the business in returning to a growth model in the post-Covid world. Stable Operations, Asset Refresh and Cyber Security will remain as core priorities, but in addition there’s a focus on exploiting powerful digital platforms to deliver enhanced productivity, accurate data, and more effective customer engagement.

What is the role?

Working on site at the airport to a 24/7 shift pattern including nights, weekends and bank holidays the IT Service Desk Shift Lead is responsible for running the operation of the Service Desk, working with the team to maintain high levels of excellent customer service. The Service Desk are responsible for Incident Management and Request Fulfilment, as well as being involved in Change and Major Incident Management.

This new role has come about due to the internal promotion of Shift leads to other SME positions in our wider IT function. As a Service Desk Shift Lead, within the Airport complex, you will be exposed to Network, Infrastructure and Cyber Security areas, which will strengthen your skillset. You will learn about the various systems and services that help keep us operational.

What will you do? * Manage the team of on-shift analysts to ensure service desk performance meets SLAs at all times where possible and that there is efficient handling of incidents and requests from initial contact through to resolution.

  • Co-ordinate rapid response to Major Incidents ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services as per the Major Incident Management Process
  • Demonstrate effective Task Management by ensuring all fixed Shift Lead Tasks are completed correctly and on time.
  • Act as senior IT presence on site outside of office hours responsible for identification of operational issues and effective escalation as required
  • Demonstrate clear communication with customers, colleagues and 3rd party suppliers in a professional manner
  • Continual Service Improvement

Do you have what we’re looking for?

  • Installing OS (operating systems) on to machines
  • Experience of troubleshooting on various Windows OS and Windows Server
  • Knowledge of Windows10, Office365 and core application suites
  • Good understanding of Active Directory including admin, GPO
  • Knowledge and experience of supporting meeting room audio visual systems
  • Knowledge and experience of supporting print platforms
  • Knowledge and experience of supporting mobile devices and associated management platforms
  • Experience of using software deployment tools to remotely install software e.g. SCCM
  • Understanding of network protocols such as TCP/IP and DHCP
  • Experience in running a shift and leading a team, prioritising work load effectively
  • Excellent interpersonal skills and ability to interact with both technical and non-technical staff
  • Strong problem solving skills (tenacity) and a willingness to learn/share knowledge with colleagues
  • Ability to stay calm under pressure
  • Experience in leading a team on an IT Service Desk


  • Microsoft Certification (MCSE/MCSA/MSPS)
  • ITIL foundation certificate
  • Experience of software packaging desirable
  • Experience in the aviation industry desirable

About working here

Our people tell us that working here is something special. No day is like another as there are so many moving parts that make air travel possible. And it’s only possible because of the people who work here.
We want exceptional people to help us deliver the great service our passengers have come to expect. You can be part of helping Gatwick to rebuild following the challenges of COVID-19.
Our employees enjoy a range of personal, health and financial benefits, including annual leave as standard.

Ready to join us?
Click apply and complete your application. We follow the latest COVID-19 government guidance, so if something changes that affects your application, we’ll let you know.

Gatwick Airport


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