IT Helpdesk System Supervisor

Berkeley Square IT; Leeds; On-site; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled IT Helpdesk System Supervisor to lead their global Help Desk operations. In this pivotal role, you will manage the IT Helpdesk environment, ensuring that users receive timely and effective support. You will oversee daily activities, provide management reports, and enforce technical standards while enhancing the functionality of ITSM tools. This position offers an exciting opportunity to make a significant impact in a fast-paced environment, where your analytical and problem-solving skills will be crucial to delivering a quality IT experience in line with best practices.

Qualifications

• 5+ years experience in end-user IT support environment.
• Experience in operating a helpdesk environment and managing tickets.

Responsibilities

• Manage and develop the IT Helpdesk environment ensuring service levels are met.
• Supervise help desk staff and monitor open tickets for timely resolution.

Skills

IT Support

Analytical Skills

Problem-Solving

Technical Support

Tools

ITSM Tool

Freshservice

Job description

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.

Principal Duties, Responsibilities & Accountabilities:

1. Manage, maintain, and develop the IT Helpdesk environment.
2. Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
3. Oversee the help desk support staff's daily activities ensuring timely and professional delivery of technical support and call management.
4. Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
5. Enforce technical standards, systems, policies, and procedures.
6. Provide guidance to the Global IT Support team relating to end-user support.
7. Minimum of 5 years experience in a fast-paced end-user IT support environment.
8. Hands-on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritization, escalations, general user support, etc.
9. 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).
10. Effective analytical and problem-solving skills.
11. Able to effectively report on and present data appropriately based on the intended audience.