2nd Line Service Desk Supervisor

Team Leadership & Development

· Supervise, mentor, and develop the service desk team to ensure high performance, enhance technical skills, and foster exceptional customer service.

· Coordinate regular training and knowledge-sharing initiatives, encouraging continuous skill development within the team.

· Manage and optimise ticket queues, prioritising critical issues to maintain efficient service desk operations and minimise resolution times.

Technical Support & Troubleshooting (2nd Line)

· Serve as the primary escalation point for complex issues, guiding junior technicians through troubleshooting and problem-solving.

· Diagnose and resolve issues related to operating systems, applications, and network connectivity.

· Oversee infrastructure-related incidents, coordinating with third-line support or third-party IT teams for systemic issues or advanced troubleshooting.

· Support infrastructure and security initiatives, such as network maintenance, security patching, and software deployment.

Process Management & Operational Efficiency

· Monitor compliance with service level agreements (SLAs) to ensure timely and effective response to user issues.

· Coordinate with third-party IT teams on complex or multi-user issues, fostering collaboration to enhance resolution times.

· Support the implementation and management of Mobile Device Management (MDM) solutions, backup processes, and disaster recovery plans to strengthen the firm’s IT resilience.

User Communication & Resources

· Communicate proactively with end-users about ongoing issues, planned downtime, or service improvements to set clear expectations.

· Develop and distribute resources such as user guides and FAQs to help users resolve common issues independently and increase user self-sufficiency.

Reporting & Continuous Improvement

· Analyse and report on service desk performance, user satisfaction, and incident trends, using data insights to drive improvements.

· Collaborate with the IT Manager and Head of IT on new initiatives and projects, contributing insights from the service desk to optimise project outcomes.

• 2nd Line Support in a Supervisory capacity: 3 years (required)
• Have you managed an IT technical team: 2 years (required)
• Advanced Technical IT Skills: 3 years (required)
• Excellent command of the English Language: 3 years (required)
• Excellent communication skills and a good personality: 3 years (required)
• Training and mentoring staff: 3 years (required)

Pulled from the full job description

• Sick pay
• Company pension
• Private medical insurance
• Cycle to work scheme
• Company events, Excellent Benefits
• Pension Scheme with employer contribution.
• Benenden Health Care.
• Administrative support.
• Firm laptop and mobile phone.
• Cycle to Work Scheme.
• Season Ticket Loans.
• Ongoing training and development.
• Annual appraisals and salary reviews.
• Bi-annual parties for Summer and Christmas.
• Additional perks and benefits.
• Competitive training packages., * Company events
• Company pension
• Cycle to work scheme
• Private medical insurance
• Sick pay