Job Description

IT Helpdesk System Supervisor

Reports to: IT Operations Manager

Based: Leeds

Overall requirement & purpose:

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:

• Manage, maintain, and develop the IT Helpdesk environment
• Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
• Oversee the help desk support staffs daily activities ensuring timely and professional delivery of technical support, and call management.
• Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
• Enforce technical standards, systems, policies, and procedures.
• Provide guidance to the Global IT Support team relating to end-user support.

Essential Skills:

• Minimum of 5 years experience in a fast-paced end-user IT support environment
• Hands on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.
• 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)
• Effective analytical and problem-solving skills
• Able to effectively report on and present data appropriately based on the intended audience

CVs to Nick ASAP for immediate review