Deskside Supervisor (Ref: 1598/23)

Exeter, England / Technology / Permanent full-time

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Deskside Supervisor (Ref: 1598/23)

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you an experienced IT support professional looking for an opportunity to lead a dedicated team of 2nd line analysts?

We have an exciting opportunity, to join our 2nd line IT Support Team, as the Deskside Supervisor, based in our Exeter office.  Joining us on a full-time, permanent basis, working Monday to Friday, 37 hours per week, you will receive a competitive salary up to £39,500 per annum plus excellent benefits.

About the role of Deskside Supervisor:

The Deskside Supervisor is an integral role within the IT Service Delivery team.  Reporting to the Customer Support Manager you will lead the Deskside Team, overseeing the resolution of Incident, Problem and Request tickets to provide effective software, hardware, network and telephony support, demonstrating empathy and a genuine passion for delivering great service to all Pennon Group IT ‘Customers’. 

This role is primarily based in Exeter; however, you will be expected to travel to other Pennon businesses sites, to support team members based outside of Peninsula House.  

The Deskside Supervisor exhibits leadership and influence well beyond themselves. This influence could be through tech leading, supervision, mentoring, stakeholder engagement or being the point of contact for more complex issues via the escalation process Having an understanding and willingness to help others, you are great at spotting issues and helping the Deskside team navigate through them.

What you'll be doing:

  • Coordinate the provisioning of 2nd line IT support services across the Pennon Group business, ensuring Incidents and Service Requests are resolved in accordance with agreed Service levels
  • Monitor Incident trends and anticipate potential Problems for proactive resolution
  • Establish, evaluate, and continuously review the team’s progress against key performance indicators, assess opportunities and risks, to support continuous service improvement
  • Being a point of contact for Deskside Support and communicate any potential impacts to service to the Customer Support Manager to maintain customer satisfaction
  • Oversee the coordination of ordering components for requested standard services and manage IT hardware stock in compliance with audit requirements
  • Produce well documented 2nd line incident support and request management processes, with a specific focus on Customer Service best practice
  • Day-to-Day supervision and leadership of the Deskside Team, including conducting regular one-to-ones and team meetings
  • Actively encourage or shape the personal development of the Deskside Team, by Identifying knowledge gaps within the team and providing training to address gaps, working to a continual service improvement model
  • Escalation point to other IT divisions in support of ITIL service areas (incident, request, problem, knowledgebase)
  • Conduct operational huddles with the Team to ensure the timely resolution of the team’s activities, reporting status to the IT Customer Support Manager and acting as an escalation point for advanced or difficult Service Requests
  • Regular visits to Pennon businesses sites, to maintain and build relationships with our IT customers
  • Work closely Project Mangers to prepare for the release of new IT solutions, ensuring the Deskside Team Desk can handle them effectively without impacting service standards
  • As a member of the IT Service Delivery Team, support operational priorities and assist other teams across the department where required
  • What we are looking for:

  • Candidates should have a degree (or equivalent) or relevant technical IT support experience. 5 GCSEs or equivalent (including Maths and English), minimum Grade C
  • Extensive IT 2nd/3rd line support working experience, with familiarity of Exchange, Citrix, SCCM, Active Directory, anti-malware technology, enterprise storage arrays/backup technology and strong working knowledge of Windows 10 and Microsoft Office 365
  • A minimum of two years team management experience in an IT environment
  • Experience of operational management responsibilities, to enable you to coordinate team resource to ensure timescales are adhered to and Service Level Targets (SLTs) are met
  • Excellent written and verbal communication skills, including the ability to explain technology solutions in business terms, establish rapport and influence others without direct authority
  • Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously
  • Experience in analysing data and provide insight to perform root cause analysis and identify solutions
  • Demonstrates commitment, focus and pace personally and in driving teams to
  • deliver
  • Self-motivated individual who gains satisfaction from providing excellent customer service and who can remain calm under pressure
  • You will have good understanding of Incident/ Service Request/Problem and Change Management processes – preferably to ITIL V4 Foundation standard
  • Whats in it for you:

  • We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
  • Generous holiday
  • Contributory pension
  • Overtime allowance
  • Discretionary bonus scheme
  • Excellent ongoing training and development opportunities
  • Various health benefits
  • Closing date: Monday 4th December 2023

    If you are looking for a new challenge, please click apply now to be considered as our Deskside Supervisor - we look forward to receiving your application.

    Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
    Our core values which are essential to our success are:
    ·       Trusted - We do the right thing for our customers and stakeholders.
    ·       Collaborative - We forge strong relationships working together to make a positive impact.
    ·       Responsible - We keep our promises to our customers, communities, and each other.
    ·       Progressive - We are always looking for new ways to improve and make life better.

    Apply Now


    Can’t find what you’re looking for?

    We're always pleased to hear from talented people. So if you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to send your details to our Talent Acquisition Team.

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