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IT Support Supervisor

Main daily duties include:

·  Overseeing the daily helpdesk function via our ticketing system. 

·  Responsibility for supervising team members to ensure daily SLAs are met.  

·  Providing 2/3-line technical support for office-based staff and our site-based users.

·  Providing support to Specialist systems (COINS, Causeway Estimating, MCS, Weighsoft, Command Alkon, AutoCAD, Leica). 

·  Respond to and log helpdesk enquiries in a timely manner and provide fixes for our desktop / laptop hardware and software applications. 

·  Adherence to IT Policy and SLA’s 

·  Escalating support calls both internally and to external suppliers, where required and managing this through to resolution. 

·  Assist with the provision of site setups, from design to production. 

·  Assist with the provision of mobile phones and associated accessories. 

·  Active directory account management (including starters/leavers). 

·  Morning operations (Checking Backups (Veeam) and IT systems). 

·  Managing projects as allocated by the IT Manager.  

·  Providing technical support to projects as needed. 

·  Server maintenance and administration (MS Windows 2012 and 2016) including updates. 

·  Ensuring the smooth operation of IT systems (Exchange 365, Manage Engine Service Desk Plus, Mimecast, Webroot, Websense). 

·  Providing support to all Network Infrastructure (SDWAN, HP Aruba Switches, Ubiquiti Wireless systems). 

·  Providing cover for the helpdesk, as and when required (out of shift, holidays, etc.). 

·  Maintain and improve departmental documentation. 

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Qualities and Capabilities:

• Believe in and uphold our company values.

• Experience of leading IT Support Technicians.

• Working knowledge of MS Office products including Access and SharePoint.

• Network knowledge and troubleshooting skills with LAN, WAN, VPN, TCP/IP, DNS

• Strong interpersonal skills and ability to build rapport.

• At least 5 years’ experience in an IT support / service function role.

• Educated to minimum of Level 3.

• Inquisitive mindset and willingness to ask questions and challenge current process in the pursuit of improvement.

• Full Driving Licence and own car.

• Right to Work in the UK.