Helpdesk supervisor

Helpdesk Supervisor

📍 Milton Keynes
📅 Start Date: 8th April
💰 £17.05 per hour
🕒 37.5 hours per week | 5 shifts per week
⏰ Shifts between 08:00–21:00, including weekends
📆 Temporary Contract: April – August

Pertemps are recruiting on behalf of AQA for an experienced e‑Marker® Helpdesk Supervisor to join their high‑performing technical support team. This role is ideal for someone with strong technical skills and proven leadership experience who thrives in a fast‑paced environment.⭐

The Role
As the e‑Marker® Helpdesk Supervisor, you’ll manage the day‑to‑day running of AQA’s 2nd‑line technical helpdesk. You’ll support examiners working to strict deadlines, ensure complex incidents are resolved efficiently, and maintain exceptional service standards.

You’ll also coach helpdesk staff, support operational reporting, and help create a positive, high‑quality support culture. Full training is provided, including leadership development and bespoke software training.

🕒 Shift Patterns
You will work 7.5 hours per day, 5 days per week, across the following rotating shifts:
Weekdays
* 08:00 – 15:30, 09:00 – 16:30, 12:30 – 20:00, 13:30 – 21:00Weekends
(Part of regular rota)
* 09:00 – 12:30, 10:00 – 14:00, 09:30 – 16:30
Flexibility is essential to meet operational demand.

🔧 Key Responsibilities
* Lead, motivate, and support the helpdesk team.
* Allocate workloads and assist with training/coaching.
* Oversee complex technical incidents and ensure accurate escalation.
* Communicate professionally with examiners and stakeholders.
* Troubleshoot Windows systems, networking, firewalls, antivirus tools, and permission issues.
* Maintain clear documentation and operational reporting.
* Uphold SLAs and handle challenging users with professionalism.
* Provide cover for the Lead Supervisor when required.

✔️ What You’ll Need
* Previous experience supervising a helpdesk or technical support team.
* Strong communication, listening, and note‑taking skills.
* Excellent analytical and incident‑management ability.
* Advanced technical knowledge (Windows, networking, firewalls, antivirus, permissions).
* Competent with call‑logging platforms such as Puzzle.
* Microsoft Office skills (Excel – Intermediate+).
* Calm, proactive approach and ability to work under pressure.
* Availability for a time‑critical contract from April to August.

🎓 Qualifications
* Degree or professional qualification in IT (desirable).
* Strong technical support experience (essential).
* Supervisory or leadership experience (highly valued).

📩 How to Apply
Send your CV to: aqa@pertemps.co.uk