IT Helpdesk Supervisor – Kearsley (M26 1GG)

Job Purpose:

The IT Helpdesk Supervisor’s role is to lead the IT helpdesk who are the customer facing team of IT.  Promoting a positive customer experience of IT helpdesk, whilst making sure calls, problems, and request for IT issues are properly logged and actioned.  The IT Helpdesk Supervisor will provide 1st and 2nd line support by resolving queries and answering questions for the team.  The IT Helpdesk Supervisor will manage the day to day support of the IT helpdesk (1st and 2nd line). The IT Helpdesk Supervisor is responsible for managing all procedures related to the identification, prioritization, and resolution of end user requests.



Key Accountabilities:

  • Manage the IT Helpdesk (1st and 2nd line) team, ensuring the team meet agreed KPIs and team objectives.
  • Liaise with external suppliers on complex issues..
  • Educate/reinforce {my}dentist IT policies and procedures to end…                                                                                    
  • Assigning categories and priorities to calls, managing team members work loads.
  • Enforce request handling procedures and escalation policies.
  • Manage the escalation of IT helpdesk request.
  • Establish and enforce IT helpdesk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes. Maintain a 95% SLA.
  • Participate in supplier relationship management.
  • Develop a knowledge base for use by all IT Staff and end users were appropriate.
  • Analyse performance of IT helpdesk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Analyse trends in IT helpdesk request and generate statistical reports.
  • Lead any IT helpdesk recruitment and inductions, carrying out performance reviews.
  • Oversee the development, implementation, and administration of IT helpdesk staff training.
  • Maintain IT helpdesk staff rota.
  • Champion IT communications and central operations/business liaison.
  • Ensure the daily helpdesk checks are completed.
  • Produce daily/weekly/monthly analysis reports.


Person Specification

  • 1-2 years experience of supervising an IT Helpdesk
  • Knowledge  - windows vista, windows 7, 8 or equivalent MCP
  • Qualification Foundation ITIL
  • Knowledge – Windows Server Products – 2005, 2008
  • Knowledge of Active Directory, Terminal Services & MS SQL..
  • Ability to manage own time and work unsupervised.
  • Ability to be analytical, and produce performance



Strong people management experience

Ability to work at a fast pace and multi task



Experience of helpdesk systems  manage engine or similar to enable most effective software licence control, optimum call resolution, self service.

Experience of creating IT helpdesk training plans, content and knowledge documents.

Experience of creating engineer installation process and guidance documents.

Manage suppliers – Azzuri, BT and Carestream.

Strong managing, coaching and mentoring experience to develop juniors within the team to enable more productive and improved quality.

Asset management, software library.

Helpdesk compliance reporting

Problem records, root cause analysis and mentoring 3rd line helpdesk technician

Review and update call triage and escalation process.

Review and update call SLAs


CLOSING DATE: 15th May 2015

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