Group IT Service Desk Supervisor

Group IT Service Desk Supervisor

To Provide operational leadership and support to the Service Support team to meet
group Service Management KPI's and service experience targets.
Support business goals across the Group through the provision of IT Service ensuring
the continuity of IT services and the effective use of by providing a single point of
contact to end users via our Global IT Service Desk.

• Lead and supervise the IT service desk team, ensuring they provide high-quality support to
end-users.

• Mentor and develop team members, providing guidance and support to enhance their
skills and performance.

• Conduct regular performance reviews and provide feedback to team members.

• Ensure timely and effective resolution of incidents and service requests.

• Manage escalations and ensure complex issues are resolved promptly.

• Identify recurring issues and work with other IT teams to develop permanent solutions.

• Oversee the processing of service requests, ensuring they are fulfilled within agreed
service levels.

• Allocate resources effectively to meet service request demands.

• Strive to provide excellent customer service and maintain high levels of user satisfaction.

• Gather and analyse user feedback to identify areas for improvement in service delivery.

• Maintain and update the knowledge base with solutions to common issues and best
practices.

• Responsible for performance management of team employees including
permanent, part time and contractor staff.

• Build a cohesive team and to manage people effectively. This includes the ability to
develop and coach the team.

• To manage time effectively while setting the tone of the team through modelling
and leadership.

• Act as point of escalation for the Group IT Service Desk team and co-ordinate team
training and education requirements using the Service Desk skills matrix.

• Co-ordinate the daily activities of the Service Support team and run the team daily
stand-up.

• Collaborate with operational third-party suppliers and internal support teams to
ensure the smooth provision and continuity of IT Services, Hardware and Software.

• Ensure Knowledge Articles applicable for the Service Desk are created, updated and
decommissioned as appropriate.

• Carry out monthly retrospective ticket reviews with technical teams to ensure
lessons learned are captured from selected tickets.

• Ensure weekly and monthly Maintenance tasks are complete and issues are
escalated and remediated.

• Work closely in collaboration with technical teams and local IT in order to increase
service knowledge, improve processes and offer a seamless support service.

• Co-ordination of small Service Desk related projects or continual improvement
initiatives

• Define and report against Service Desk success criteria working with the Group IS
Service Desk Manager to do so

• Strong knowledge of various operating systems, including Windows, macOS, and
Linux.

• Proficiency in common software applications and tools used within the organization.

• Proficiency in using IT service management tools (e.g., ServiceNow, Jira).

• Strong analytical skills to diagnose and resolve technical issues efficiently.

• Excellent verbal communication skills to interact with users and team members clearly
and effectively.

• Strong written communication skills for documenting incidents, creating reports, and
maintaining knowledge base articles.

• Ability to provide high-quality support to end-users, ensuring their issues are resolved
promptly and satisfactorily.

• Demonstrating empathy and understanding when dealing with user issues and
complaints.

• Ability to lead and supervise a team of IT service desk analysts, providing guidance and
support.

• Ability to prioritize tasks and manage time effectively to handle multiple incidents and
service requests simultaneously.

• Ensuring efficient use of resources to meet service level agreements (SLAs).

• Strong decision-making skills to resolve incidents and manage escalations effectively.

• Taking ownership of service desk operations and ensuring accountability for team
performance.

• Remaining calm

• Extensive experience in a technical support or help desk role, preferably within an IT
service desk environment.

• Proven track record in troubleshooting and resolving hardware, software, and network
issues.

• Experience in leading and supervising a team of IT service desk analysts.

• Demonstrable experience in mentoring and developing team members to enhance
their skills and performance.

• Experience in conducting performance reviews and managing team performance.

• Strong experience in logging, tracking, and resolving incidents and service requests.

• Proven ability to manage escalations and ensure complex issues are resolved
promptly.

• Experience in identifying recurring issues and working with other IT teams to develop
permanent solutions.

• Experience in overseeing the processing of service requests, ensuring they are fulfilled
within agreed service levels.

• Ability to allocate resources effectively to meet service request demands.

• Proven experience in providing excellent customer service and support to end-users.

• Experience in handling user queries and complaints effectively, striving to maintain
high levels of user satisfaction.

• Proven ability to collaborate with other IT teams to ensure seamless service delivery
and support.

• Experience in engaging with stakeholders to understand their needs and provide
tailored support.

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutions and are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems. Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone's contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more