Help Desk Supervisor

The Helpdesk Supervisor will oversee the daily operation of the company's IT support function, ensuring timely and effective resolution of technical issues across all business areas. Acting as the primary point of escalation and Incident Manager, this role combines leadership with hands-on technical involvement to maintain high service standards and operational efficiency.Working closely with the IT Infrastructure Manager, the Helpdesk Supervisor will coordinate support activities, manage priorities, and contribute to continuous improvement initiatives and infrastructure projects.Key ResponsibilitiesLead and supervise a team of two Helpdesk Technicians, ensuring efficient delivery of IT support services.Manage incidents and service requests in line with ITIL best practices and agreed SLAs.Provide direct technical assistance in resolving hardware, software, and network-related issues.Monitor and manage the helpdesk queue, ensuring appropriate prioritisation and timely resolution.Coordinate escalations with internal teams and external service providers.Support the rollout of system changes, upgrades, and maintenance activities.Maintain and update technical documentation, user guides, and knowledge base articles.Produce performance reports and identify opportunities for process improvement.Promote a proactive, customer-focused culture within the helpdesk team.Skills & Experience3+ years' experience in IT support or helpdesk roles, including at least 2 years in a senior or supervisory capacity.Strong knowledge of desktop, application, and network troubleshooting.Familiarity with ITIL concepts (Incident, Problem, and Change Management).Demonstrated ability to lead, mentor, and develop team members.Excellent interpersonal, communication, and organisational skills.Experience liaising with third-party vendors and managing escalations.Ability to work effectively in a fast-paced, multi-site environment.Desirable QualificationsITIL Foundation certification (or higher).Experience using service desk or ticketing systems.Exposure to infrastructure or system upgrade projects.Relevant technical certifications (e.g., CompTIA, Microsoft, Cisco).