Technical Support Supervisor

• Oversee the management of help desk operations using tools such as BMC Remedy, ServiceNow, and Jira.
• Coordinate and prioritise support requests related to computer hardware, operating systems (Windows, macOS, Linux), and network infrastructure.
• Troubleshoot complex software problems including LAN/WAN connectivity, VPN access, firewall configurations, and operating system issues.
• Assist with desktop support tasks such as installing, configuring, and maintaining hardware and software components.
• Monitor network performance and security measures to prevent unauthorised access or disruptions.
• Collaborate with other IT teams to implement system upgrades, patches, and security protocols.
• Maintain documentation of support procedures and escalate unresolved issues appropriately.
• Ensure compliance with organisational policies regarding data security and user privacy.
• Foster excellent customer service by maintaining clear communication with users at all levels.

• Proven experience in IT support, help desk, or desktop support roles with a strong understanding of computer networking, operating systems (Windows, macOS, Linux), and computer hardware.
• Demonstrable leadership skills with previous supervisory or team lead experience in a technical environment.
• Proficiency in troubleshooting software issues related to Microsoft Office, VPN, firewall, and network configurations such as LAN.
• Familiarity with ticketing systems including BMC Remedy, ServiceNow, and Jira.
• Strong knowledge of network security protocols and tools including firewalls and VPNs.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to work under pressure whilst managing multiple priorities effectively.
• Relevant certifications such as CompTIA Network+, Microsoft Certified IT Support Technician or equivalent are desirable but not essential.

Pulled from the full job description

• Referral programme
• Financial planning services
• Discounted or free food
• Health & wellbeing programme
• Company events, * Lead a skilled and supportive technical team.
• Help improve service quality and customer satisfaction.
• Develop your technical leadership and management career.
• Access training and progression opportunities.
• Stable full-time role with a comprehensive benefits package.

Pay: £2,900.00-£4,800.00 per month

Benefits:

• Company events
• Discounted or free food
• Financial planning services
• Health & wellbeing programme
• Referral programme