About the Role
We're looking for a Service Desk Supervisor to join our Helpdesk team at Willow Communications. This role involves hands on IT and AV reactive support, helping to maintain entertainment technology and software throughout the country in some of the leading brands across a range of industries, and supervising the teams KPIs.
This job is a great opportunity for someone with existing technical skills and supervisor experience.
What You'll Do
● Ensure the company media player control panel is maintained to expected standards
● Provide proactive and reactive 1 and 2 line support via telephone, email and online
● Help to oversee the building and imaging PCs and other hardware
● Ensure the whole team are meeting and maintaining KPIs
● Assist with general office administration
●Assist with stock management
● Provide out of hours and weekend support on a rota basis
What We're Looking For
Skills & Experience
●Strong IT skills – Windows operating system, networking etc
● Proficiency with Windows computers
● Ability to assist setting up and imaging computers and hardware
● Strong knowledge of networking
● Strong verbal communication skills — confident, personable, and professional. This role will include answering phone calls frequently
● Strong written communication skills – you will be reading and replying to email tickets frequently
●Previous supervisor experience
● An interest in the gaming, leisure, or hospitality sectors
● An interest in AV technology, AI and IT hardware
What Success Looks Like
● Meeting, and helping to maintain the helpdesk teams KPIs
●The team meeting targets and deadlines consistently
● Positive feedback from clients and suppliers
● Assist the department in innovative and proactive ways
Career Growth
We want this role to grow with you. As the team, and workload expands, there will be opportunities to progress into senior roles. At Willow, we've often created new roles to recognise and reward talent.
About Willow Communications
For over 36 years, Willow has been creating entertainment and technology solutions that bring people together. We operate across two divisions:
● Audio Visual installation and integration
● Entertainment and Competitive Socialising software & products
Our clients include leading names across gaming, leisure, hospitality, and public venues — from well-known bingo brands like Mecca to pub groups like Marston's.
We're proud to work with many of the world's leading technology suppliers, delivering creative projects that audiences interact with every day.
We're a proud part of the Stage Electric Group, with over 140 employees across the UK.
How to Apply
Please send your CV, and a short covering letter explaining why you're excited to join Willow. Applications without a covering letter will not be considered.
The deadline for applications will be Friday 3rd October.
Job Type: Full-time
Pay: £27,000.00-£30,000.00 per year
Ability to commute/relocate:
* Northampton NN4 7EE: reliably commute or plan to relocate before starting work (required)
Work Location: In person