Technical Support Supervisor

Are you a hands-on technical specialist who enjoys supporting and developing others? This is an opportunity to step into a supervisory role where you'll combine strong technical expertise with coaching, mentoring and team coordination.

You'll act as a key escalation point for complex desktop and infrastructure issues while helping to shape a high-performing, customer-focused service desk team.

The role

You'll support the day-to-day running of a busy service desk, ensuring issues are prioritised, resolved efficiently and communicated clearly across the business.

Alongside this, you'll play a key role in developing the team. This includes coaching, mentoring and helping individuals grow their capability, particularly around service delivery and customer experience.

You'll also act as the technical escalation point for 2nd line desktop queries, taking ownership of more complex issues and ensuring they are resolved within agreed service levels.

What you'll be doing

Acting as the go-to escalation point for technical issues across desktop and infrastructure

Supporting and coordinating a team of service desk engineers

Coaching and mentoring team members to improve performance and service delivery

Managing and prioritising workloads to ensure SLAs are consistently met

Communicating clearly with stakeholders across the business

Identifying trends and areas for improvement within the service desk

Playing a key role in ITIL-aligned processes, including incident and change management

Supporting governance and contributing to technical design authority discussions where required

Maintaining a strong focus on customer experience at all times

Strong technical background across Microsoft environments (Windows, Active Directory, Exchange)

Experience supporting desktop environments and troubleshooting complex issues

Proven ability to act as an escalation point within a service desk environment

Experience working within an ITIL-based environment, particularly across incident management, change management and governance

Exposure to or involvement in Technical Design Authority (TDA) or similar governance frameworks

Excellent communication skills, with the ability to build rapport at all levels

Confident stakeholder management skills

A personable, approachable style with a genuine interest in supporting others

Experience coaching, mentoring or informally leading others

Someone who can inspire, motivate and bring energy to a team

This is a great opportunity for someone looking to step into, or further develop, a supervisory position while remaining close to the technology. You'll have the chance to influence how the service desk operates, develop others, and make a real impact on both team performance and customer experience. Tilt Recruitment are specialists in IT Recruitment. We work hard to find our candidates their perfect roles within fantastic organisations across the UK. If this role isn't right for you, please still get in touch with us as we may have other roles which may suit you better. We also offer up to £500 for every successful referral, if you know someone who matches this skill set please let us know. Tilt Recruitment is acting as an Employment Agency in relation to this vacancy