Help Desk Supervisor: 2nd‑Line Support & Training Lead

AQA Education; Milton Keynes; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

An educational assessment organization in Milton Keynes seeks a Help Desk Support Supervisor to lead a dynamic team supporting examiners across the UK during exam periods. This role involves providing second-line support, developing training materials, and ensuring high service standards. Candidates should have experience in technical support or help desk roles, strong leadership abilities, and proficiency in Microsoft Office. The position offers a competitive salary, generous leave, and a hybrid work environment.

Benefits

Generous Annual Leave

Flexible Working Hours

Competitive Pension Scheme

Employee Network Groups

Volunteering Opportunities

Qualifications

• Strong customer focus with a commitment to delivering high-quality service.
• Experience in a technical support or help desk environment with supervisory responsibilities.
• Ability to analyze technical issues and guide users to effective solutions.

Responsibilities

• Lead a team of help desk agents during major exam series.
• Act as a key contact for escalated technical issues.
• Assist with rota planning and training delivery.

Skills

Customer Focus

Technical Support

Clear Communication

Training and Development

Microsoft Office

Leadership

Tools

Active Directory

ITIL

Help Desk Software

Job description

An educational assessment organization in Milton Keynes seeks a Help Desk Support Supervisor to lead a dynamic team supporting examiners across the UK during exam periods. This role involves providing second-line support, developing training materials, and ensuring high service standards. Candidates should have experience in technical support or help desk roles, strong leadership abilities, and proficiency in Microsoft Office. The position offers a competitive salary, generous leave, and a hybrid work environment.