Technical Support Supervisor
4 days onsite in Cheshire / 1 day remote
Are you a hands-on technical specialist who enjoys supporting and developing others? This is an opportunity to step into a supervisory role where youll combine strong technical expertise with coaching, mentoring and team coordination.
Youll act as a key escalation point for complex desktop and infrastructure issues while helping to shape a high-performing, customer-focused service desk team.
The role
Youll support the day-to-day running of a busy service desk, ensuring issues are prioritised, resolved efficiently and communicated clearly across the business.
Alongside this, youll play a key role in developing the team. This includes coaching, mentoring and helping individuals grow their capability, particularly around service delivery and customer experience.
Youll also act as the technical escalation point for 2nd line desktop queries, taking ownership of more complex issues and ensuring they are resolved within agreed service levels.
What youll be doing
Acting as the go-to escalation point for technical issues across desktop and infrastructure
Supporting and coordinating a team of service desk engineers
Coaching and mentoring team members to improve performance and service delivery
Managing and prioritising workloads to ensure SLAs are consistently met
Communicating clearly with stakeholders across the business
Identifying trends and areas for improvement within the service desk
Playing a key role in ITIL-aligned processes, including incident and change management
Supporting governance and contributing to technical design authority discussions where required
Maintaining a strong focus on customer experience at all times
What theyre looking for
Strong technical background across Microsoft environments (Windows, Active Directory, Exchange)
Experience supporting desktop environments and troubleshooting complex issues
Proven ability to act as an escalation point within a service desk environment
Experience working within an ITIL-based environment, particularly across incident management, change management and governance
Exposure to or involvement in Technical Design Authority (TDA) or similar governance frameworks
Excellent communication skills, with the ability to build rapport at all levels
Confident stakeholder management skills
A personable, approachable style with a genuine interest in supporting others
Experience coaching, mentoring or informally leading others
Someone who can inspire, motivate and bring energy to a team
Why this role?
This is a great opportunity for someone looking to step into, or further develop, a supervisory position while remaining close to the technology.
Youll have the chance to influence how the service desk operates, develop others, and make a real impact on both team performance and customer experience.
Tilt Recruitment are specialists in IT Recruitment. We work hard to find our candidates their perfect roles within fantastic organisations across the UK. If this role isnt right for you, please still get in touch with us as we may have other roles which may suit you better.
We also offer up to £500 for every successful referral, if you know someone who matches this skill set please let us know.
Tilt Recruitment is acting as an Employment Agency in relation to this vacancy
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