Service Desk Supervisor - Kettering, United Kingdom - MATCH RECRUITMENT LTD

MATCH RECRUITMENT LTD
MATCH RECRUITMENT LTD
Verified Company
Kettering, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Service Desk Supervisor

Salary:
£38,000 per annum

Monday - Friday, office hours (37.5 hours per week). No weekends

Kettering. Office based

Permanent
Match Recruitment are recruiting on behalf of their client based in Kettering. Our client has a global brand, a world class reputation and even product placement in Blockbuster films


Summary of the role:


The Service Desk Supervisor will be responsible for delivering and maintaining a professional IT Service Desk to our client's customers.


This role will be split between 60%:

management and leadership of the current team of 5 First Line and Second Line staffmembers and 40%: day to day team workload.

This role reports into the IT Manager and is responsible for ensuring that they are kept abreast of all critical business issues.


Responsibilities and duties of role:


  • Day to day people management for the 1st and 2nd line IT support team. This includes but is not limited to absence management, performance management, people development, employee engagement, and embedding a strong culture of RCI and integrity.
  • Supports and coaches team members on effective methods to research, troubleshoot, and delivery solutions.
  • Relationship management of all key stakeholders at an operational level across the business.
  • Managing the priorities and workflow of IT (1st and 2nd Line support), ensuring that decisions made provide the most efficient service to all stakeholders involved.
  • Conducting weekly team meetings to review progress and forwardplanning, the focus of these meetings should be linked to the overarching needs of the business.
  • Managing the priorities and workflow of departmental improvement / infrastructure projects.
  • Managing and maintaining departmental standard operating procedures, work instructions, ownership and troubleshooting documentation.
  • Aligning processes to IT best practice guidelines.
  • Attending change management meetings conducted by Corporate IT and ensuring that the content of these meetings is fed through the teams responsible for working through the changes.
  • Ensuring the helpdesk is sufficiently resourced at all times, paying particular attention to holiday and sickness management, and oncall scheduling and escalation
  • Monitoring incoming requests for service desk support to identify trends in requests or complaints that may require further investigation.
  • The role may require the incumbent to perform any other duties to ensure the efficient running of their department or area
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