IT Help Desk Supervisor

Supporting a wide range of business-critical systems spanning ERP, reporting, infrastructure, and applications, this organisation places technology at the heart of its operations. You will join a collaborative environment where innovation, reliability, and continuous improvement are key priorities. As IT Help Desk Supervisor, you will lead the day-to-day operations of the IT service desk, combining people management with hands-on technical expertise. Key aspects of the role include:

• Leading and developing a team of IT support professionals
• Managing ticket allocation, workload balancing, and service desk performance
• Acting as the escalation point for complex technical issues
• Ensuring high levels of service delivery and adherence to SLAs
• Supporting system upgrades, deployments, and technical improvements
• Driving process enhancements and maintaining IT standards and documentation
• Working closely with internal stakeholders and external technology partners

• Previous experience leading or supervising an IT service desk or support team
• Strong technical background across Microsoft environments (Windows, Active Directory, Microsoft 365)
• Experience supporting infrastructure, devices, and core networking fundamentals (DNS, DHCP, VPN)
• Familiarity with tools such as Intune, endpoint security, and ITSM/ticketing systems
• Strong organisational and communication skills with a customer-focused approach
• Ability to mentor and develop team members while managing operational priorities
• Understanding of TIL processes or best practice frameworks is advantageous.

A relevant IT qualification (or equivalent experience) will support your application.