Role Overview:
We are seeking an IT Service Desk Supervisor to join our dedicated team. This role involves supervising up to 10 IT Service Desk staff, ensuring effective first-line support and excellent customer service in a fast paced, high volume service desk environment.
Key Responsibilities:
- Supervise and provide direction, coaching, and training to IT Service Desk staff.
- Deputise for the IT Service Desk Team Leader as needed.
- Ensure all support requests are logged accurately and resolved within SLA timescales.
- Provide 1st line support for desktop devices and applications.
- Maintain excellent customer service for internal users.
- Monitor and report on service performance against SLAs and OLAs.
- Manage workload and staffing to ensure efficient service desk operations.
- Participate in key operational meetings and represent the team as needed.
Key Requirements:
- Proven experience in an IT support role with supervisory responsibilities.
- Strong understanding of IT service management principles and best practices.
- Excellent communication and customer service skills.
- Ability to prioritise and manage a high volume of support requests.
- Familiarity with remote administration tools and desktop support.
Why Join Us?
- Be part of a supportive and collaborative team.
- Opportunities for professional development and career progression.
- Contribute to essential services supporting the local community.
How to Apply:
If you are passionate about IT support and have the skills to lead a dedicated team, we want to hear from you. Apply today to join and make a difference in Herefordshire's IT services.
Application Deadline:
14/07/24
Recruiter:
Callum Thompson