IT Helpdesk System Supervisor

Berkeley Square IT; Leeds; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading IT services provider in Leeds is seeking an experienced IT Helpdesk System Supervisor to manage the Help Desk operations. This role requires a minimum of 5 years in IT support and includes overseeing daily activities of the helpdesk staff, managing reports, and ensuring adherence to service levels. If you are skilled in ITIL practices and possess strong analytical abilities, this position offers a dynamic work environment with opportunities for impactful contributions.

Qualifications

• 5+ years of experience in end-user IT support.
• Experience managing a helpdesk environment.
• Ability to enhance ITSM functionality.

Responsibilities

• Manage and develop the IT Helpdesk environment.
• Provide management reports on help desk operations.
• Supervise help desk staff activities and monitor tickets.

Skills

Analytical skills

Problem-solving skills

ITIL best practices

Helpdesk management experience

Tools

ITSM tools

Freshservice

Job description

Overview

My client is seeking an experienced IT Helpdesk System Supervisor to oversee and report on the day-to-day operations of the global Help Desk environment and ensure that end users are receiving appropriate assistance in a timely manner.

Responsibilities

• Manage, maintain, and develop the IT Helpdesk environment
• Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
• Oversee the help desk support staffs daily activities ensuring timely and professional delivery of technical support, and call management.
• Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
• Enforce technical standards, systems, policies, and procedures.
• Provide guidance to the Global IT Support team relating to end-user support.

Qualifications

• Minimum of 5 years experience in a fast-paced end-user IT support environment
• Hands on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.
• Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality of an ITSM tool (experience of Freshservice is desirable but not essential)
• Effective analytical and problem-solving skills
• Able to effectively report on and present data appropriately based on the intended audience