IT Help Desk Supervisor

About the Role

This is your chance to join a truly iconic Midland’s services group. Due to ongoing company expansion, we now have an opportunity for an IT Help Desk Supervisor to join my clients team.

Role Summary

Reporting to the Service Desk Manager, the IT Help Desk Supervisor will oversee the daily performance of service delivery, ensuring targets are achieved whilst providing an exceptional customer experience. The IT Help Desk Supervisor will offer advice, support, and guidance to First and Second Line team members, manage escalations, incidents, and service requests efficiently, whilst seeking opportunities to improve service quality and operational efficiency.

Key Responsibilities

Manage inbound call volumes effectively to ensure call handling targets are met.
Ensure all inbound activity, such as emails, live chat, and self-served tickets are handled in a timely manner and as per the agreed service level agreements.
Provide technical advice and support to all members of the Service Desk team.
Monitor day to day ticket updates across the team, ensuring progress is being made and quality is not compromised.
Review and escalate Service Desk tickets that are not progressing and bring them to resolution.
Ensure aged tickets are monitored and prioritised meeting guidelines as set by the Service Desk Manager.
Serve as the primary point of contact for escalations received by the Service Desk Manager, including VIP tickets.
Produce a daily ‘plan-of-action’ to effectively manage all activity, remaining flexible should this need to be adapted at short notice.
Produce weekly team rotas to ensure sufficient cover is in place throughout the opening hours of the Service Desk, including Saturday cover.
Schedule and deliver quarterly 1-2-1 meetings with the support of the Service Desk Manager where required.
Participate in and support projects as needed.
Manage the implementation of modern technologies and solutions deployed across the group, ensuring a smooth technical transition to the Service Desk team.
Assist with day-to-day service operations, during high-volume periods.
Creation of knowledge-based articles to assist with colleague training and support.

Knowledge & Experience required

Experience in a technical IT role, with proven strong technical expertise.
Demonstrated success in meeting and adhering to service level agreements.
Proven ability to lead and motivate teams, fostering a collaborative environment and supporting team members with their development.
Strong focus on delivering excellent customer service, with skills in managing customer expectations and resolving issues promptly.
Excellent verbal and written communication abilities, with experience in creating technical documentation and reports for various audiences.
Ability to thrive in a fast-paced environment and adjust to changing priorities or modern technologies.

Pay range and benefits package

In addition to the basic salary of up-to £40,000 p.a (dependent upon experience), the benefits package includes:

Enhanced Holidays
Pension
Discounted Gym
Car lease schemes
Industry leading maternity, paternity and adoption leave
Free onsite parking
L&D budget
Flexible working hours with hybrid working (office based c3 times a week).

This is a truly outstanding opportunity that offers the successful IT Help Desk Supervisor unrivalled challenge, career progression and earnings potential - DO NOT MISS THIS!

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Information Technology Help Desk Supervisor