IT Support Supervisor

IT Support Supervisor

Posted Today by RTL Group Ltd

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£40,000 Per year
Undetermined
Undetermined
Hextable, Kent
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Accounting Management Active Directory Aruba (Network Management Software) Computer Hardware Domain Name System (DNS) Servers File Servers Information Technology Management Information Technology Operations Management Microsoft Office Microsoft SharePoint Microsoft Windows Mobile Devices Network Infrastructure Project Management Server Administration SIPOC Process TCP/IP Technical Support Veeam Virtual Private Networks (VPN) Websense Wide Area Networks

Summary: The IT Support Supervisor is responsible for overseeing the daily helpdesk operations, ensuring that service level agreements (SLAs) are met while providing technical support to both office-based and site-based users. This role involves managing a team, handling escalated support calls, and maintaining IT systems and infrastructure. The supervisor will also assist with project management and server administration, ensuring smooth IT operations across the organization.

Key Responsibilities:

  • Overseeing the daily helpdesk function via the ticketing system.
  • Supervising team members to ensure daily SLAs are met.
  • Providing 2/3-line technical support for office-based staff and site-based users.
  • Supporting Specialist systems (COINS, Causeway Estimating, MCS, Weighsoft, Command Alkon, AutoCAD, Leica).
  • Responding to and logging helpdesk enquiries in a timely manner.
  • Providing fixes for desktop/laptop hardware and software applications.
  • Adhering to IT Policy and SLAs.
  • Escalating support calls internally and to external suppliers as required.
  • Assisting with site setups from design to production.
  • Assisting with the provision of mobile phones and accessories.
  • Managing Active Directory accounts (including starters/leavers).
  • Checking backups (Veeam) and IT systems during morning operations.
  • Managing projects as allocated by the IT Manager.
  • Providing technical support to projects as needed.
  • Maintaining and administering servers (MS Windows 2012 and 2016) including updates.
  • Ensuring the smooth operation of IT systems (Exchange 365, Manage Engine Service Desk Plus, Mimecast, Webroot, Websense).
  • Providing support to all Network Infrastructure (SDWAN, HP Aruba Switches, Ubiquiti Wireless systems).
  • Covering the helpdesk as required (out of shift, holidays, etc.).
  • Maintaining and improving departmental documentation.

Key Skills:

  • Experience of leading IT Support Technicians.
  • Working knowledge of MS Office products including Access and SharePoint.
  • Network knowledge and troubleshooting skills with LAN, WAN, VPN, TCP/IP, DNS.
  • Strong interpersonal skills and ability to build rapport.
  • At least 5 years’ experience in an IT support/service function role.
  • Educated to a minimum of Level 3.
  • Inquisitive mindset and willingness to ask questions and challenge current processes.
  • Full Driving Licence and own car.
  • Right to Work in the UK.

Salary (Rate): £40,000/year

City: Hextable

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

description: IT Support Supervisor

Main daily duties include:

  • Overseeing the daily helpdesk function via our ticketing system.
  • Responsibility for supervising team members to ensure daily SLAs are met.
  • Providing 2/3-line technical support for office-based staff and our site-based users.
  • Providing support to Specialist systems (COINS, Causeway Estimating, MCS, Weighsoft, Command Alkon, AutoCAD, Leica).
  • Respond to and log helpdesk enquiries in a timely manner and provide fixes for our desktop / laptop hardware and software applications.
  • Adherence to IT Policy and SLA’s
  • Escalating support calls both internally and to external suppliers, where required and managing this through to resolution.
  • Assist with the provision of site setups, from design to production.
  • Assist with the provision of mobile phones and associated accessories.
  • Active directory account management (including starters/leavers).
  • Morning operations (Checking Backups (Veeam) and IT systems).
  • Managing projects as allocated by the IT Manager.
  • Providing technical support to projects as needed.
  • Server maintenance and administration (MS Windows 2012 and 2016) including updates.
  • Ensuring the smooth operation of IT systems (Exchange 365, Manage Engine Service Desk Plus, Mimecast, Webroot, Websense).
  • Providing support to all Network Infrastructure (SDWAN, HP Aruba Switches, Ubiquiti Wireless systems).
  • Providing cover for the helpdesk, as and when required (out of shift, holidays, etc.).
  • Maintain and improve departmental documentation.

Qualities and Capabilities:

  • Believe in and uphold our company values.
  • Experience of leading IT Support Technicians.
  • Working knowledge of MS Office products including Access and SharePoint.
  • Network knowledge and troubleshooting skills with LAN, WAN, VPN, TCP/IP, DNS
  • Strong interpersonal skills and ability to build rapport.
  • At least 5 years’ experience in an IT support / service function role.
  • Educated to minimum of Level 3.
  • Inquisitive mindset and willingness to ask questions and challenge current process in the pursuit of improvement.
  • Full Driving Licence and own car.
  • Right to Work in the UK.

title: IT Support Supervisor

salary: £30,000 - £40,000/annum

location: Hextable, Kent

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