The Helpdesk Supervisor is responsible for ensuring the smooth, day-to-day operation of the company's IT helpdesk service. Acting as the Incident Manager, they will lead a team of two Helpdesk Technicians, coordinate escalations with internal development teams and specialist third-party vendors and provide direct technical guidance to support staff.This is ahands-on role, requiring active involvement in ticket resolution, incident and change management, and close collaboration with all business departments to ensure IT services consistently meet operational needs. The Helpdesk Supervisor will also assist the IT Infrastructure Manager in delivering upgrade and improvement projects, ensuring the helpdesk team remains aligned with business priorities and schedules.Key ResponsibilitiesLead and supervise a team of two Helpdesk Technicians, ensuring high-quality IT support services.Act as Incident Manager, overseeing the lifecycle of incidents in line with ITIL best practices.Provide hands-on technical support, resolving tickets across hardware, software, and network issues.Monitor the helpdesk ticketing system to ensure incidents and requests are prioritised and resolved within agreed SLAs.Coordinate escalations with internal development teams and specialist third-party vendors.Support the planning and implementation of change management processes, ensuring minimal disruption to business operations.Assist the IT Infrastructure Manager with system upgrades, infrastructure projects, and service improvements.Maintain documentation, including knowledge base articles, standard operating procedures, and user guides.Generate helpdesk performance reports, identifying areas for improvement and implementing solutions.Foster a culture of customer service excellence across the IT helpdesk team.Skills & ExperienceSignificant experience in IT support/helpdesk roles, with at least 2 years in a supervisory or senior support position.Strong technical knowledge in desktop, application, and network support.Experience applying ITIL principles (Incident, Problem, and Change Management).Proven ability to lead, coach, and develop team members.Excellent communication, interpersonal, and stakeholder management skills.Strong organisational skills with the ability to prioritise effectively in a fast-paced environment.Experience working with third-party vendors and managing escalations.Desirable QualificationsITIL Foundation certification (or higher).Experience with service desk/ticketing systems.Involvement in IT infrastructure or system upgrade projects.