Service Desk Supervisor: Lead IT Support (Contract)

Winston Taylor; Greater London; On-site; GBP 38,000 - 52,000; Full time

Job summary

Winston Taylor is seeking a Service Desk Supervisor for a 6-month fixed-term contract. You will oversee the daily IT Service Desk operations, coach analysts, and act as escalation point for complex inquiries, ensuring robust ticket management and timely resolutions.

You will monitor KPIs and SLAs, manage joiners/movers/leavers, and drive continuous service improvement while maintaining high customer service standards. Excellent leadership and strong communication skills are essential.

Qualifications

• Previous experience supervising an IT Service Desk.
• Strong understanding of ITSM principles.
• Experience working with SLA and KPI-driven environment.
• Proven ability to lead, coach, and motivate technical support teams.

Responsibilities

• Oversee the daily operation of the IT Service Desk.
• Ensure incidents, requests, and escalations are handled within SLAs.
• Provide day-to-day supervision and leadership for Service Desk Analysts.
• Conduct regular 1-2-1 meetings.
• Monitor and report on Service Desk KPIs, including SLA achievement.
• Coordinate joiners, movers & leavers and onboarding activities.
• Identify opportunities to improve support processes and customer experience.

Skills

IT Service Desk

Team Leadership

ITSM

SLA/KPI Management

Coaching & Mentoring

Job description

Winston Taylor is seeking a Service Desk Supervisor for a 6-month fixed-term contract. You will oversee the daily IT Service Desk operations, coach analysts, and act as escalation point for complex inquiries, ensuring robust ticket management and timely resolutions.

You will monitor KPIs and SLAs, manage joiners/movers/leavers, and drive continuous service improvement while maintaining high customer service standards. Excellent leadership and strong communication skills are essential.