IT Service Desk Lead

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:

• Lead and mentor a small team of IT analysts, ensuring efficient resolution of IT issues.
• Provide support during core hours (07:30-18:00) and participate in the out-of-hours support rota.
• Handle inbound and outbound calls, maintaining high customer service standards.
• Manage escalated incidents, logging and updating details in the IT Service Management tool.
• Troubleshoot technical issues, ensuring minimal disruption to stakeholders.
• Provide guidance on IT systems, manage user permissions, and configure/install hardware.
• Escalate major incidents and manage communication between teams.
• Educate team members to improve first-time fix rates and contribute to knowledge base articles.
• Conduct site visits, manage hardware deployments, and provide IT sign-off for changes.
• Support infrastructure across multiple office locations.

Skills and Experience:

• Minimum of four years’ experience on a busy IT service desk.
• At least two years’ experience leading a small team of IT analysts is preferred.
• Strong customer service, communication, troubleshooting, and problem-solving skills.
• Experience with ITIL and ISO27001 processes.
• Exposure to various technologies such as Document Management Systems, Case Management Systems, Microsoft Office, telephony systems, Active Directory, and Microsoft Exchange.
• Proven leadership abilities.

This role offers an opportunity to lead a dedicated IT team while supporting a wide range of IT services and technologies.