Hayley Dexis has an exciting opportunity available for an experienced IT professional to join our well-established and experienced IT team based in Halesowen. Hayley Dexis is the largest independent distributor of engineering products and consumables (hydraulics, bearings, fasteners, fluid power, PPE, tools, lubricants etc) in the UK. We are an equal opportunities employer, currently employing over 1,300 people who continue to be a cornerstone of our business and are fundamental to providing industry-leading customer service. About the IT Service Desk Supervisor The IT Service Desk Supervisor is responsible for leading the day‑to‑day operation of the Service Desk, ensuring high‑quality IT support across the business. This role combines operational oversight, quality assurance, system management, and people leadership. You will act as a key escalation point, ensure service levels are met, and support the ongoing development of both processes and team members. Working Hours: 40 hours per week Monday to Friday. Key responsibilities as our IT Service Desk Supervisor: Oversee day‑to‑day service desk activity, ensuring tickets are triaged, categorised, and progressed correctly Ensure incidents and service requests meet quality standards and SLA targets Act as an escalation point for complex or overdue tickets Ensure professional and timely communication with users Monitor SLA performance and address breaches proactively Carry out regular quality checks on tickets, tasks, and communications Review and validate change requests for accuracy and completeness Coordinate and chair weekly change meetings Ensure changes do not conflict and are delivered on schedule Monitor overdue changes and follow up with responsible team members What we're looking for in our IT Service Desk Supervisor: Proven experience in an IT Service Desk or IT Support role, including supervisory or team‑lead responsibilities. Strong working knowledge of Microsoft environments (Windows, Office 365, Active Directory). Experience with ITSM tools Ability to prioritise workload in a fast‑paced, evolving environment. What you’ll get in return: From 23 days annual leave (plus public/bank holidays) Training provided through our own Hayley Academy. Company pension Life Assurance cover (x2 salary). Invitation to healthcare schemes. Wellness programmes. Uniform and PPE provided. Excellent opportunities and career prospects available. The recruitment process. Adverts will close on Monday 11th May (we will extend should this be required) Process: Initial Screening – Ongoing throughout advertising window. Teams / Video Interview with our Talent Acquisition Partner Face to face final stage interview – w/c 11th May Face to Face Interviews will be held at our Halesowen offices. Finally We know sometimes you might feel that you don't meet the criteria or have a question that you would like to ask - we're here to help so please ask us! You can contact us here; careers@hayley-group.co.uk We aim to get back to everyone that applies and are super keen to speak to talented people for upcoming positions. Please inform our careers team if you require any adjustments throughout the recruitment process. Don’t miss out on this fantastic opportunity to join the team at Hayley Group – please click ‘apply’ now to become our - we'd love to hear from you!