Helpdesk Supervisor (Hybrid)

Are you the kind of person who thrives in a fast-moving environment where no two days are the same? We're looking for a Helpdesk Supervisor who loves technology, people and problem solving in equal measure. This is a hands-on leadership role where you'll guide a busy IT support team, manage incidents and changes, and keep business systems running smoothly.What you'll be doing You'll oversee the day-to-day running of the helpdesk, ensuring that tickets are handled efficiently and that users receive an exceptional support experience. You'll take ownership of incidents from start to finish, manage changes through to completion and make sure communication stays clear at every stage. You'll also be responsible for tracking and reporting performance metrics at weekly operational meetings, using data to drive continuous improvement. Alongside your leadership duties, you'll stay close to the technical detail, offering hands-on support across desktop, network, and application environments when needed.Key responsibilities * Act as the main point of contact for incident and change management * Monitor and manage the ticketing queue to ensure SLA targets are met * Lead and mentor the support team, setting clear expectations and providing guidance * Coordinate escalations with internal engineers and external vendors * Prepare and present weekly helpdesk performance reports * Maintain knowledge base articles, documentation and standard operating procedures * Support improvement projects and system upgrades across the businessWhat we're looking for * Proven experience in IT support with previous exposure to supervisory or senior service desk roles * Strong working knowledge of desktop, server, and network support * Confident managing incidents and changes using ITIL principles * Skilled in analysing and reporting on key metrics such as ticket trends and SLA performance * Excellent communication and interpersonal skills with the ability to build strong relationships across the business * Organised, proactive and calm under pressure, especially during major incidents * ITIL Foundation certification or equivalent practical experience would be an advantageWhat's in it for you You'll join a supportive and collaborative team that values initiative and continuous improvement. The company offers professional development opportunities, exposure to a wide range of technologies, and the chance to make a real impact on service delivery. You can also expect flexible working options, regular team events and a culture that recognises effort and achievement.If you're ready to take ownership, lead from the front and shape how IT support is delivered, we'd love to hear from you. Apply today and help us raise the bar for technical excellence and customer service.BenefitsPension SchemeBike to work SchemeGym/Wellbeing contribution annually of €150Employee Purchase SchemePhone repair discountCompany events such as an annual BBQ, football tournament, Christmas party and much moreBreakfast station with fresh fruit delivered twice a weekPurchase one Trade-in device per yearSports and Social ClubEmployee Assistance ProgramBirthday half-dayFree ParkingEducational Assistance Program