IT Support Supervisor

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. 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