Helpdesk Supervisor

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!