Technical Support Supervisor

Are you a hands-on technical specialist who enjoys supporting and developing others? This is an opportunity to step into a supervisory role where you ll combine strong technical expertise with coaching, mentoring and team coordination.

You ll act as a key escalation point for complex desktop and infrastructure issues while helping to shape a high-performing, customer-focused service desk team.

The role

You ll support the day-to-day running of a busy service desk, ensuring issues are prioritised, resolved efficiently and communicated clearly across the business.

Alongside this, you ll play a key role in developing the team. This includes coaching, mentoring and helping individuals grow their capability, particularly around service delivery and customer experience.

You ll also act as the technical escalation point for 2nd line desktop queries, taking ownership of more complex issues and ensuring they are resolved within agreed service levels.

What you ll be doing

• Acting as the go-to escalation point for technical issues across desktop and infrastructure
• Supporting and coordinating a team of service desk engineers
• Coaching and mentoring team members to improve performance and service delivery
• Managing and prioritising workloads to ensure SLAs are consistently met
• Communicating clearly with stakeholders across the business
• Identifying trends and areas for improvement within the service desk
• Playing a key role in ITIL-aligned processes, including incident and change management
• Supporting governance and contributing to technical design authority discussions where required
• Maintaining a strong focus on customer experience at all times

• Strong technical background across Microsoft environments (Windows, Active Directory, Exchange)
• Experience supporting desktop environments and troubleshooting complex issues
• Proven ability to act as an escalation point within a service desk environment
• Experience working within an ITIL-based environment, particularly across incident management, change management and governance
• Exposure to or involvement in Technical Design Authority (TDA) or similar governance frameworks
• Excellent communication skills, with the ability to build rapport at all levels
• Confident stakeholder management skills
• A personable, approachable style with a genuine interest in supporting others
• Experience coaching, mentoring or informally leading others
• Someone who can inspire, motivate and bring energy to a team

Why this role?

This is a great opportunity for someone looking to step into, or further develop, a supervisory position while remaining close to the technology.

You ll have the chance to influence how the service desk operates, develop others, and make a real impact on both team performance and customer experience.

Tilt Recruitment are specialists in IT Recruitment. We work hard to find our candidates their perfect roles within fantastic organisations across the UK. If this role isn t right for you, please still get in touch with us as we may have other roles which may suit you better. We also offer up to £500 for every successful referral, if you know someone who matches this skill set please let us know.