Help Desk Supervisor

Job Description

We are seeking an experienced Help Desk Supervisor to lead our support team in Manchester. The right candidate will be responsible for overseeing day-to-day operations, managing team performance, and ensuring customer satisfaction through efficient resolution of technical issues.

Responsibilities

• Lead the help desk team and coordinate the resolution of technical issues.
• Maintain a high standard of customer service and ensure all requests are handled promptly.
• Analyze support trends and provide feedback to management for improved operations.
• Develop training programs to enhance team skills and efficiency.
• Assist in the recruitment and onboarding of new help desk staff.
• Collaborate closely with IT departments to ensure seamless functionality.
• Prepare regular reports on help desk performance and customer feedback.
• Manage vendor and third-party support relationships.
• Continuously identify opportunities to streamline service processes.

Requirements

Education

• Bachelor's degree or equivalent experience in IT
• Relevant IT certifications such as ITIL or Microsoft

Experience

• 3+ years of supervisory experience in help desk or technical support

Technical Skills

• Help desk software (e.g., Zendesk, ServiceNow)
• Mobile Device Management (MDM)

Soft Skills

• Conflict resolution
• Time management

Certifications

• Microsoft Certified: Azure Fundamentals
• ITIL Foundation

Languages

• English: Fluent

Advantageous

• Knowledge of cloud services (AWS or Azure): Experience managing and supporting cloud services and infrastructure.
• Understanding of ITIL processes: Familiarity with ITIL frameworks for IT service management.

Benefits

• Comprehensive health coverage including mental health support
• Generous annual leave policy with additional days for long service
• Access to training and certifications
• Employee assistance programme
• Social events and team-building activities

Company Culture

• Innovation: We encourage team members to think outside the box and bring innovative solutions to challenges.
• Work-Life Balance: We support a healthy work-life balance, allowing flexibility in working arrangements.