IT Support Supervisor

As the IT Support Supervisor at PGI, you will be at the forefront of our IT strategy and principles, driving self-service and automation initiatives while ensuring the stability and reliability of our user-facing technical systems. Your leadership will cultivate a responsive, collaborative, and people-focused culture within our IT support function.

What you'll be doing

• Lead, inspire, and expand our IT support function, fostering a culture of trust and cooperation.


• Establish strong relationships across the organisation to prioritise and address support requirements aligned with business objectives.


• Provide hands-on technical support in our London and Bristol offices and remotely, and resolution for escalated cases, ensuring high customer satisfaction.


• Oversee daily ServiceDesk operations, monitoring ticket queues, and optimising resource allocation.


• Developing short training programs for end-users.


• Utilise a scientific approach to problem resolution, identifying root causes and escalating trends to the Head of IT.


• Build and maintain the IT Service Catalogue within ServiceDesk.


• Implement quality assurance measures and maintain comprehensive documentation of common issues and resolutions.


• Manage support tickets with hardware and software suppliers, ensuring timely resolutions.


• Prepare accounts and hardware for new staff.


• Ensure closure of resolved requests and follow up on complex issues, encouraging feedback from users, and identifying process improvement opportunities.


• Review feedback surveys and provide summaries to the Head of IT.


• Produce regular management reports summarising IT support issues and root causes.


• Monitor and maintain or enhance the security baseline and performance of laptops, with reference to ISO 27001 and Cyber Essentials.


• Update and maintain the IT Standard Operating Procedures document.


• Setting goals and creating development plans for support staff.
  
  Utilising Windows 11, Microsoft 365 suite, Intune and System Centre Endpoint Manager to optimise productivity.


• Experienced in managing Active Directory, including Group Policy, and Exchange. Proficient in network troubleshooting.


• Thorough knowledge of laptop hardware components and advanced troubleshooting.


• Proficient in assigning tasks and escalating issues effectively to ensure optimal resource utilisation and timely resolution.


• Analytical problem-solving and ability to prioritise and work under pressure.


• Extensive experience navigating security protocols and policies to safeguard organisational assets effectively., GCSE or equivalent (preferred), Technical support: 1 year (required)
  
  PGI is a global consultancy that helps organisations build digital resilience. We deploy our people to implement solutions on behalf of clients or to support them in developing their own capabilities. Our vision is a world resilient to digital threats and online harm. To achieve this, we need to grow our team of talented and passionate people.
  
  Pulled from the full job description


• Company events


• Company pension


• Free flu jabs


• Free parking


• Referral programme


• Sick pay


• Work from home, Job Types: Full-time, Permanent


Pay: £38,000.00-£45,000.00 per year

Benefits:

• Company events


• Company pension


• Free flu jabs


• Free parking


• Referral programme


• Sick pay


• Work from home


Schedule:

• Monday to Friday