Service Desk Supervisor

In this role you will responsible for leading the IT Service Desk team ensuring an uninterrupted IT service to the business.

They are looking for a self-motivated achiever who gains satisfaction in providing excellent customer service.


* Accountable for ensuring all incidents/service requests are managed and resolved within agreed SLA and progress/resolution of fix is communicated in a timely manner to stakeholders

* Accountable for accurate prioritisation of incidents based on severity, ensuring all P1 incidents are quickly identified and immediately escalated to the right team (Systems Support Team/Supplier)

* Responsible for performing quality checks on the incident/service request process ie checking whether incidents/service requests are correctly categorised, have been resolved accurately and are not reopened

* Scheduling of the team's hours to ensure the desk is covered 7am - 8pm Monday Friday (9am - 5pm weekends/public holidays) as well as the out of hours rota (provision for the service desk analysts work from a club once a month)

What qualifications, skills and experience do I need?

* 5 years previous IT service desk and/or call centre experience

* Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365

* Experience in a multi-site business environment using technologies such as Active Directory, Citrix, SQL Server, Web Applications, SD-WAN, Azure

* ITIL certification Practitioner

* Excellent organisational skills and the ability to effectively time manage a number of different issues - with varying severity