Are you an experienced IT professional ready to lead a dedicated helpdesk team and ensure support delivery? We are recruiting a Helpdesk Supervisor to join a dynamic IT services provider in Wallington. This is a great opportunity to manage a junior team, handle tickets hands-on, and optimize helpdesk operations in a fast-paced environment.
Location: Wallington (with occasional customer site visits)
Salary: £30,000 - £35,000 per annum (dependent on experience)
Key Information
- Work Hours: Shift patterns between 8am-4:30pm, 8:30am-5pm, or 9am-5:30pm (to be confirmed).
- Benefits: 22 days annual leave (increasing yearly), pension, Cycle2Work scheme.
- Requirements: DBS check and successful completion of a 6-month probation period.
- Location: Office-based in Wallington, 5 days a week. Driving license not required, but flexibility is beneficial.
Key Responsibilities
As the Helpdesk Supervisor, you will:
- Supervise and train 3 junior 1st Line Helpdesk operatives in managing tickets and queues effectively.
- Take a hands-on approach in resolving tickets and supporting the team in meeting SLAs.
- Oversee shift schedules, lunch breaks, and absences to ensure continuous helpdesk coverage.
- Identify and filter tickets that need to be escalated to 2nd Line engineers.
- Produce basic reporting on helpdesk performance and provide insights to the Service Delivery Manager.
- Collaborate on helpdesk strategy, highlighting potential issues and working on improvements.
- Identify training requirements for the helpdesk team to ensure ongoing development and performance.
- Manage the helpdesk's end-to-end ticketing process using Autotask, ensuring timely responses and escalation where needed.
Essential Skills & Experience
The ideal candidate will have:
- Proven experience leading or managing a helpdesk or IT support team.
- Strong knowledge of Autotask and excellent customer service skills.
- Expertise in prioritizing and managing ticketing queues to meet SLAs.
- Ability to create reports and analyse helpdesk performance trends.
- Experience in developing and mentoring junior team members.
- A proactive and hands-on approach to problem-solving and service improvement.
Personal Attributes
We are looking for someone who is:
- A natural leader, capable of supervising and motivating a helpdesk team.
- A strong communicator, able to provide clear updates to both the team and customers.
- Detail-oriented and proactive, ensuring best practices are followed in ticket management.
- Passionate about providing outstanding customer service and IT support.
If you're ready to step up and lead a dynamic helpdesk team, we'd love to hear from you. Apply today!