IT Service Desk Supervisor
We are looking for an IT Service Desk Supervisor to join our team in Bristol. Reporting to the Head of IT Operations, this role is part of both the IT Operations and IT Service Delivery Teams. You will manage a small team of 4 to 5 analysts, providing first and second-line support during core hours and out-of-hours emergency support. This position involves supporting, maintaining, and troubleshooting applications, IT services, and both end-user and backend infrastructure. This hybrid role requires 2-3 days per week in the Bristol office.
Responsibilities:
1. Lead and mentor a small team of IT analysts, ensuring efficient resolution of IT issues.
2. Provide support during core hours (07:30-18:00) and participate in the out-of-hours support rota.
3. Handle inbound and outbound calls, maintaining high customer service standards.
4. Manage escalated incidents, logging and updating details in the IT Service Management tool.
5. Troubleshoot technical issues, ensuring minimal disruption to stakeholders.
6. Provide guidance on IT systems, manage user permissions, and configure/install hardware.
7. Escalate major incidents and manage communication between teams.
8. Educate team members to improve first-time fix rates and contribute to knowledge base articles.
9. Conduct site visits, manage hardware deployments, and provide IT sign-off for changes.
10. S...