Senior IT Analyst - Desktop Support Supervisor

Booker Group; Little Irchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading wholesale company in the UK is seeking an experienced IS Analyst to lead their Desktop Support team. This hands-on role involves managing daily operations, improving service delivery, and ensuring team compliance with best practices. Candidates should possess strong technical expertise and management skills, with experience in maintaining IT infrastructure and improving user satisfaction. The ideal candidate will have a solid background in IT service management and project delivery.

Qualifications

• Experience in managing workloads and resolving incidents and service requests according to SLAs.
• Strong understanding of technical support processes and practices.
• Proven ability to mentor and coach a support team.

Responsibilities

• Oversee daily operations of the Desktop Support team.
• Manage team workloads and ensure service requests are resolved in a timely manner.
• Monitor performance, provide coaching and reporting on team metrics.

Skills

Technical project management skills

Good people management skills

Service management skills

Experience of Windows OS

Knowledge of wholesale industry processes

Microsoft Office O365

Ivanti Unified Endpoint Management

Sophos

Microsoft Defender for Endpoints

Job description

We are looking for an experienced IS Analyst to lead our Workplace Desktop Support team at Booker. This is a hands-on role that requires a strong balance of technical expertise and service delivery oversight.

As the Desktop Support Supervisor, you will be responsible for overseeing day-to-day team operations, managing workloads, and ensuring incidents and service requests are resolved in accordance with defined SLAs. You will work closely with internal IT teams—including Infrastructure, Networks, and the Service Desk—as well as external vendors to support and continuously improve our IT services.

• The role focuses on supervision of the Desktop Support team, managing their day to day tasks and priorities.
• You will also play a critical role in maintaining and improving end-user satisfaction. You will ensure that the Desktop Support Team follow best practices, comply with company policies, and deliver support in a professional and efficient manner.
• Regular performance monitoring, coaching, and mentoring will be key aspects of your role, alongside reporting on team metrics and contributing to the development of IT support processes.

• Experience of Windows OS, Microsoft Defender for Endpoints, Ivanti Unified Endpoint Management, Sophos, Microsoft Office O365

• Knowledge of wholesale industry business processes

• Service management skills

• Technical project management skills

• Line management

• Good people management skills, with proven ability to work effectively with other internal and external teams.

• Technical project management skills and successful delivery of large-scale IT deployments.

• Service management skills with experience of maintaining and improving IT infrastructure.

• Consistent delivery of results.