Job Role: Service Desk Supervisor
Overview
The Service Desk Supervisor at GT Stewart will lead and develop the Service Desk team, while also applying advanced technical skills to resolve complex IT issues. This hybrid role requires both strong team leadership and technical expertise to ensure seamless support and high-quality service across the firm.
Key Responsibilities
Team Leadership & Development
* Supervise, mentor, and develop the service desk team to ensure high performance, enhance technical skills, and foster exceptional customer service.
* Coordinate regular training and knowledge-sharing initiatives, encouraging continuous skill development within the team.
* Manage and optimise ticket queues, prioritising critical issues to maintain efficient service desk operations and minimise resolution times.
Technical Support & Troubleshooting (2nd Line)
* Serve as the primary escalation point for complex issues, guiding junior technicians through troubleshooting and problem-solving.
* Diagnose and resolve issues related to operating systems, applications, and network connectivity.
* Oversee infrastructure-related incidents, coordinating with third-line support or third-party IT teams for systemic issues or advanced troubleshooting.
* Support infrastructure and security initiatives, such as network maintenance, security patching, and software deployment.
Process Management & Operational Efficiency
* Monitor compliance with service level agreements (SLAs) to ensure timely and effective response to user issues.
* Coordinate with third-party IT teams on complex or multi-user issues, fostering collaboration to enhance resolution times.
* Support the implementation and management of Mobile Device Management (MDM) solutions, backup processes, and disaster recovery plans to strengthen the firm’s IT resilience.
User Communication & Resources
* Communicate proactively with end-users about ongoing issues, planned downtime, or service improvements to set clear expectations.
* Develop and distribute resources such as user guides and FAQs to help users resolve common issues independently and increase user self-sufficiency.
Reporting & Continuous Improvement
* Analyse and report on service desk performance, user satisfaction, and incident trends, using data insights to drive improvements.
* Collaborate with the IT Manager and Head of IT on new initiatives and projects, contributing insights from the service desk to optimise project outcomes