IT Service Desk Supervisor

We are recruiting for an IT Service Desk Supervisor to join our IT team in Bristol. The IT Service Desk Supervisor reports to the Head of IT Operations and is a key member of the IT Operations Team and the IT Service Delivery Team. They manage a small portion of the IT Service Desk Team, (around 4 to 5 Analysts) who provide first and second line support services within core service hours, plus out-of-hours emergency first and second line support. They deliver support, maintenance and troubleshooting of all applications, IT services and end-user compute and back end infrastructure. This is a hybrid role with around 2 to 3 days per week in our Bristol Head Office.Your Role As an IT Service Desk Supervisor, the main purpose of your role is role is ultimately the provision of IT Support to TLT, this includes:

• Provide line management for a small number of Tech Experts to ensure that all IT related issues are dealt with efficiently and expediently. Act as mentor and coach, ensuring that the skill and knowledge of each team member is maintained and extended.
• Providing support duties for the business, the Service Desk is open between 07:30 and 18:00 and providing out of hours support as part of the out of hours rota.
• Call Handling - Being available to take inbound and outbound phone calls from/to our employees and partners, clients and other external parties, meeting KPI targets and delivering excellent customer service.
• Incident Management - manage escalations from the team and log all incidents and service requests in the IT Service Management tool ensuring detail is captured and updated through the lifecycle.
• Investigate technical issues; provide solutions or workarounds to ensure minimal impact to all our stakeholders.
• Provide advice and guidance in relation to all TLT IT systems such as user permissions and account creations; configure and install hardware, including PC's, Laptops, Thin Clients, Tablets and Mobile Phones
• Problem Management - escalating major incidents quickly and efficiently to the IT Technical Support Team Leader or to the third line support and manage communications between 1st and 2nd line teams and the wider business with regard to known problems.
• Educate and upskill Tech Experts to improve the ability to achieve first time fixes and contribute to knowledgebase articles
• Desktop Support - carry out regular site visits in remote offices as required, maintain and prepare deployments of new hardware to the estate, provide IT sign off for changes to VDI image provisions.
• Support a diverse infrastructure estate across 7 office locations., Our IT team makes sure our capabilities match our ambition. We are always looking to challenge convention in the way we use technology. We are a digitally enabled and data-driven firm, and we use technology to continually adapt our approach to meet our clients' changing needs. Our IT team consists of developers and technical professionals, 1st, 2nd and 3rd line analysts who provide support for all of our people, a management team and Information Security, who ensure we are continually improving business processes, best practice and policies. We provide training our people to make sure everyone at TLT can work together, and with our clients, as effectively as possible.
  
  At least four years' experience working within a professional and busy IT Service desk.
• At least two years' experience of working in a similar position leading and managing a small team of Tech Experts would be an advantage
• Excellent customer service and communication skills; Ability to remain calm under pressure; Attention to detail; Excellent troubleshooting and problem-solving skills; Ability to prioritise and use initiative
• Working experience of ITIL and ISO270001 processes and procedures.
• Exposure to a wide variety of technology, ideally including:
• Document Management Systems (iManage / Interwoven)
• Practice Management Systems (SOS Connect / Practice Manager)
• Case Management Systems (Solcase, Envision, K2 Blackpearl)
• Digital Dictation Systems (Bighand)
• Microsoft Windows (7, 10) and Microsoft Office (2003, 2010, 2013)
• Telephony Systems (Mitel, NuPoint, Redbox) and Mobile Telephony Systems. (MobilerIron)
• Comprehensive understanding of Active Directory, Microsoft exchange
• Proven Leadership skills, Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

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