Global IT Helpdesk Supervisor – REF 1095

September 13, 2023
Horsforth, Leeds, Leeds, United Kingdom
Job Type
35,000 +
Work Hours
9am - 5.30pm
IT Helpdesk process
Professional Services
Any ITIL or Service Management Quals
Helpdesk management / leadership
Contact number
0113 2990570
Hybrid after 3 months, 25 days holiday, training
Additional Benefits
Enterprise sized client - excellent prospects
West Yorkshire


The IT Helpdesk System Supervisor is required to oversee and report on the day-to-day operations of the global Help Desk environment and ensure that end users are receiving appropriate assistance in a timely manner.

SOX control responsibilities may be part of this role, which are to be adhered to where applicable.

Principal Duties, Responsibilities & Accountabilities:

Responsibilities will include:

  • Manage, maintain, and develop the IT Helpdesk environment (Freshservice)
  • Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and makerecommendations for service improvement.
  • Oversee the help desk support staff’s daily activities ensuring timely and professional delivery of technical support, and callmanagement.
  • Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
  • Enforce technical standards, systems, policies, and procedures.
  • Provide guidance to the Global IT Support team relating to end-user support.
  • Liaise with stakeholders in the business at both a technical and non-technical level, building positive working relationships.
  • Ensure that auditable activities are carried out in a timely manner in accordance with their specified criteria, for example SOX controls etc.Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities)
  1. Essential Skills:
    • Minimum of 5 years’ experience in a fast-paced end-user IT support environment
    • Hands on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.
    • Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality of an ITSM tool (experience of Freshservice is desirable but not essential)
    • Effective analytical and problem-solving skills
    • Able to effectively report on and present data appropriately based on the intended audience
    • Demonstratable experience of developing IT processes, workflows, and automation
    • Good time management skills

Core Behavioural Skills:

    • Strongly customer-focused, experienced in providing support to end users
    • Confident individual with good interpersonal skills, able to deal with people at all levels and communicate to users in a clear non-technical language
  • Analytically minded, able to break down and understand information, and report on findings
  • Ability to report on progress, timescales, outstanding and completed activities
  • Must be comfortable with working in a fast-moving, dynamic business
  • Good organisational skills, used to managing and prioritising own workload

Company Values Statement:We endeavour to create a work environment that reflects the culture of the company, and we encourage every member of our staff to embrace our commitment to be:

  • Professional
  • Quality Driven
  • Goal Orientated
  • Customer Focused
  • Continuously Improving
  • Flexible
  • Open & Integrated
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