IT Service Desk Supervisor

Your responsibilities will include:

Team Leadership & Development

• Lead, coach, and mentor the service desk team to deliver consistent, high-quality IT support.
• Foster a culture of continuous improvement and knowledge sharing.
• Implement performance metrics and development plans for team members.
• Manage specialist technical staff and external consultants effectively.

Service Excellence

• Establish, implement and monitor service level agreements (SLAs).
• Drive customer satisfaction through responsive, solution-oriented support.
• Ensure service availability meets or exceeds business needs while optimizing costs.
• Create and maintain comprehensive documentation for service processes.

Incident & Problem Management

• Coordinate timely and effective responses to service incidents.
• Allocate resources efficiently during critical incidents and provide regular status updates.
• Lead root cause analysis investigations to prevent recurring issues.
• Implement preventative measures based on trend analysis and historical data.

Technology & Infrastructure Oversight:

• Maintain clear governance with defined roles, responsibilities, and audit trails
• Optimise the performance, functionality, and sustainability of all infrastructure components
• Proactively identify and address potential technology risks and vulnerabilities
• Balance operational stability with innovation and continuous improvement

Strategic Communication

• Develop comprehensive reports on team performance, system health, and KPIs
• Translate technical concepts for non-technical stakeholders
• Build collaborative relationships across all business units
• Serve as a bridge between technical teams and business leadership

Qualifications & Skills Required:

Experience & Education

• 3+ years in technical infrastructure roles with 2+ years in service management leadership
• Proven success in similar service delivery environments
• ITIL v4 certification (Foundation minimum, Practitioner or higher preferred)
• Bachelor’s degree in IT, Computer Science, or equivalent experience

Technical Proficiency

• Expert knowledge of service desk platforms and ITSM tools
• Strong understanding of configuration management and CMDB principles
• Experience with knowledge management systems and self-service solutions
• Proficiency in incident management, analysis, and problem-solving methodologies

Leadership Qualities

• Exceptional communication and interpersonal skills
• Ability to remain calm and decisive during critical incidents
• Strong organisational and prioritization capabilities
• Customer-focused mindset with commitment to service excellence

Additional Requirements

• Willingness to participate in on-call rotation for incident response
• Adaptability to evolving technology landscapes and business needs
• Collaborative approach to cross-functional team leadership