IT Helpdesk Supervisor/Team Leader

The role

• Supervising the IT Help Desk Team.


• Running meeting and delegating tasks to the IT Help Desk Analysts.


• Review, motivate and manage performance of the staff


• To provide IT technical support.


• Manage 1st line incidents


• Initial escalations for all 3rd party support providers to ensure all SLAs are met


• Provide out of hours support (rota system) when required.

• Actively drive root cause analysis


• Skills required

• Customer focused


• Accredited to ITIL V3 Service Management Foundation.


• Has a good understanding of retail businesses.


• Methodical approach to problem solving


• Good communication


• Has a flexible approach and is able to react and respond to changing situations within the business and IT team.


• Able to learn new technologies quickly by utilising existing knowledge of other systems.


• Experience of leading technical staff.


• Car owner/driver.


• Experience of working as a or leading a team of 1st line Help Desk Analysts


• Experience of working in a 2nd line support team.


• Strong IT and Customer Service background


• ServiceNow experience – Admin, operation and support


• Retalix StoreLine EPoS application knowledge / experience.

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.Parkside Recruitment is an Equal Opportunities Employer.