Service Desk Supervisor | Leadership, Mentoring, Management | Windows & Mac | Cool Media Company My client is a world-leading independent production and distribution group that produces some of the most popular TV programmes in the world. They are looking for a Service Desk Supervisor who will lead a team in supporting 50 internal companies with approximately 1,800 users. You will operate in a fast-paced and dynamic work environment overseeing a team of 8 Technicians, Engineers and Service Delivery individuals. You will act as a mentor, helping them grow and facilitate a culture of self-improvement and development while concurrently offering high-level technical guidance to your team. You will need to bring your personality and excellent customer service skills to take ownership of what will be your tech support team. You will be reporting to the Service Delivery Manager, working for a fun organisation with a diversity-focused, dress-down culture based in Holborn / Tottenham Court Road and Farringdon locations. This is a hybrid role based out of the Holborn office, working 3 days on-site and 2 days from home. What You’ll Need: Experience managing or supervising a large technical support team. Ability to thrive in a fast-moving environment, balancing changing requirements and competing priorities. Strong working knowledge of IT infrastructure, cloud environments, and service desk platforms (e.g. Freshservice). ITIL 4 Foundation certification or solid understanding of IT service management principles. Experience with Office 365 and Google Workspace. Strong stakeholder management skills, with the ability to navigate competing demands. Customer-focused mindset, ensuring high levels of service and communication. A proactive and improvement-driven approach to IT operations. What You’ll Be Doing: Managing a team of IT Technicians: Across multiple locations, ensuring effective service delivery and a culture of collaboration. Overseeing the handling of IT support requests: Ensuring prioritisation, resolution, and escalation processes run efficiently. Working with key stakeholders: Refining IT support processes and workflows to meet business needs. Monitoring team capacity: Ensuring resources are allocated effectively, including team rotas. Driving a customer-focused approach: Ensuring clear communication between IT support and end users. Mentoring and developing team members: Ensuring continuous learning and professional growth. Benefits: Health care Pension contribution Discounted gym membership 25 Days' holiday Training opportunities with open access to Udemy Apply now to join a leading media company and take ownership of IT service delivery in a dynamic and fast-paced environment. With a record-breaking year in 2022 and a continued focus on innovation, this is an opportunity to play a key role in a thriving media company’s IT operations. Service Desk Supervisor | Leadership, Mentoring, Management | Windows & Mac | Cool Media Company