IT Helpdesk Supervisor

Job Description

We’ve got an exciting opportunity for a IT Helpdesk Supervisor to join our IT Support Services team here in our store support centre in Ruddington, Nottingham on a hybrid basis. As the IT Helpdesk Supervisor, you will support the IT Helpdesk Analysts to ensure customer excellence is always met and incident resolution is delivered.

What can you expect from the role?

As an IT Helpdesk Supervisor, you’ll be responsible for the day to day running of the helpdesk team, ensuring the correct level of support is maintained per shift, so the teams SLA’s can be achieved. You will also be responsible for:

• Overall management of 9 helpdesk analysts including rota handling, performance reviews and recruitment.
• Providing weekly reports to various stakeholders across the business.
• Complaint Escalations and managing these alongside our policy.
• The management of external resources (Hardware/Software) including the preparation of monthly service reviews.
• Maintaining procedures/processes in conjunction with 3rd parties in order to improve the end service to stores.

At Vision Express we win together, so all our colleagues have a role to play in making our customers and colleagues feel special. It is up to you to bring our brand to life and be involved in shaping our success. 

You can expect a busy but high achieving environment with a purpose, culture, and values to match, where everyone is working towards the same goal: creating joy in vision for our colleagues and customers.

About you

We are looking for an individual who is an excellent team player with the skills to develop and motivate individuals to be able to work towards the Individual/team targets and goals. You will need to be able to establish key relationships across the business with various stakeholders and be able to confidently communicate with customers at all levels. Having experience of working within a Helpdesk/Servicedesk environment is desirable not essential.

We know you matter and that is why it is our commitment to make this a job you enjoy by rec organising your achievements and encouraging you to be involved in shaping our success. Our game changing leaders will support your career with excellent training and development opportunities, there are limitless horizons.