IT Helpdesk Supervisor

The Helpdesk Supervisor provides hands-on technical leadership for day-to-day IT support across the group, taking ownership of the Microsoft 365 estate and all business software. This role bridges strategic direction from the IT Manager and operational delivery by the Helpdesk Technician, ensuring service levels are met, software issues are resolved efficiently, and the Microsoft environment is maintained to a consistently high standard., * Manage and administer the group's Microsoft 365 estate, including Exchange Online, SharePoint, Teams, OneDrive, and Intune for device management

• Oversee and triage the IT helpdesk queue, ensuring tickets are assigned, prioritised, and resolved within defined SLA timeframes
• Provide second-line technical support for escalated software issues, working with third-party vendors where required
• Supervise, mentor, and support the Helpdesk Technician, conducting regular check-ins and managing workload effectively
• Manage software licences across the group, tracking usage, renewals, and compliance for all business applications
• Implement and maintain Microsoft Intune policies for device configuration, compliance, and conditional access
• Produce regular helpdesk performance reports covering ticket volumes, resolution times, and recurring issue trends
• Manage user accounts in Entra ID (Azure AD) including creation, modification, and deletion aligned to onboarding and offboarding processes
• Coordinate software deployments, updates, and patching across the estate using appropriate management tooling
• Develop and maintain IT support documentation, knowledge base articles, and end-user guidance

Support the IT Manager with project delivery including migrations, upgrades, and new service introductions

Do you have experience in System administration?, Minimum 3 years in IT support or systems administration, with at least 1 year in a supervisory or senior capacity with experience working in a groupwide shared service helpdesk

Microsoft 365

Strong working knowledge of Exchange Online, SharePoint Online, Teams, OneDrive, and the Microsoft 365 Admin Centre

Intune & Entra ID

Experience administering Microsoft Intune for device management and Entra ID (Azure AD) for identity and access management

Software Support

Proven ability to diagnose and resolve software faults across a variety of business applications

Supervision

Experience supervising or mentoring junior team members and managing workload distribution

ITSM

Familiarity with ITSM/helpdesk ticketing platforms (e.g. Freshdesk, Jira Service Management, Zendesk, or similar), Microsoft 365 Fundamentals (MS-900) or higher desirable; ITIL Foundation advantageous

Attitude

Proactive, organised, and service-oriented with a focus on continuous improvement

Communication

Clear communicator, able to explain technical issues to non-technical users with patience and professionalism

Pulled from the full job description

• Annual leave
• Employee discount
• Sick pay
• Employee assistance programme
• Company pension
• Private medical insurance