Company Description
With over 25 years’ experience in offering specialist supply chain solutions to the mobile phone and technology industries. Fónua have developed an industry leading Device Ownership & Supply Chain Optimisation Model. Fónua have long standing direct procurement relationships with all of the key mobile device hardware OEMs.
Our Mission:
To continuously optimise our partner’s distribution requirements through the delivery of innovative products and services. We will fulfil both vendor and customer needs through efficient supply chain, extensive product knowledge and value added solutions delivered profitably by dedicated and professional employees.
Our Vision:
To create value and make a difference
Our Values:
Creativity & Imagination
Passion Energy & Ambition
Hire & Retain the Best
Leadership
Teamwork
Respect
Excellence
Position
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 a hands-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.
Requirements
1. Service Desk Operations Management
- Oversee daily helpdesk operations, ensuring incidents, requests, and problems are logged, tracked, and resolved in line with SLAs.
- Act as Incident Manager for major or high-priority incidents, ensuring timely communication to all stakeholders and resolution.
- Allocate and prioritise tickets among the helpdesk team, ensuring workloads are balanced.
- Ensure all support schedules are aligned to business operating hours and that adequate staff rotation and coverage are maintained.
- Support the planning and implementation of change management processes, ensuring minimal disruption to business operations.
- Maintain documentation, including knowledge base articles, standard operating procedures, and user guides.
- Generate helpdesk performance reports, identifying areas for improvement and implementing solutions.
2. Hands-On Technical Support
- Provide hands-on technical support, resolving tickets across hardware, software, and network issues.
- Actively assist in resolving complex tickets and incidents.
- Provide floor-walking support when necessary to resolve urgent operational issues.
- Ensure knowledge base articles are updated and available for both users and technicians.
- Participate in on call rota
3. Team Leadership & Development
- Foster a culture of customer service excellence across the IT helpdesk team.
- Lead and supervise a team of two Helpdesk Technicians, ensuring high-quality IT support services.
- Manage, coach, and mentor two Helpdesk Technicians to improve skills, performance, and service quality.
- Provide technical advice and escalation support to the team.
4. Escalation & Vendor Coordination
- Coordinate incident escalations with internal development teams for system or application issues.
- Liaise with specialist third-party vendors for advanced troubleshooting and resolution
- Ensure escalations are tracked, followed up, and closed within agreed timeframes.
5. Customer Service & Stakeholder Engagement
- Maintain high levels of customer satisfaction through professional, proactive communication.
- Lead monthly IT review meetings with all business departments to review service performance, ticket & change trends, and improvement actions.
- Produce and present helpdesk performance reports to the business at weekly / monthly operations meetings
6. Project Support
- Assist the IT Infrastructure Manager in delivering infrastructure upgrades and improvement projects.
- Coordinate helpdesk team involvement in project testing, deployment, and post-implementation support.
Skills & Experience
- Significant 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 Qualifications
- ITIL Foundation certification (or higher).
- Experience with service desk/ticketing systems.
- Involvement in IT infrastructure or system upgrade projects.
Other information
Company Benefits:
Pension Scheme
Bike to Work Scheme
Gym/Wellbeing Contribution
Employee Purchase Scheme
Phone Repair Discount
Educational Assistance Program
Company Events
Free Parking
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