Helpdesk Supervisor
Artex Risk Solutions
full-time
Posted on:
Location Type: Office
Location: Sheffield • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Organising and managing the EMEA Helpdesk team
- Ensuring the effective processing and resolution of all IT tickets
- Continuously enhancing end-user services
- Driving improvements that strengthen support delivery and overall customer satisfaction
- Provide technical and disciplinary leadership, guiding and developing the EMEA Helpdesk team
- Act as the primary point of contact for employees on-site, off-site, and across EMEA subsidiaries
- Ensure uninterrupted delivery of end-user services in cooperation with the team
- Oversee installation and maintenance of end-user hardware and software, workstation setups and moves, mobile device administration, and network/telephony connections—delegating tasks appropriately
- Ensure all incoming IT tickets are processed and resolved by the appropriate specialist departments
- Collaborate globally with colleagues in AMERICAS, LATAM, and APAC to introduce and implement unified standards
- Analyse, report on, and optimise helpdesk/service desk processes, recommending improvements where needed
- Prepare, update, and present regular status reports
- Participate in and lead IT infrastructure projects as required
Requirements
- Successfully completed vocational training in IT (e.g., IT Specialist) or a degree in computer science, software engineering, or a related field, or an equivalent qualification
- Several years of professional experience in Information Technology, ideally within Helpdesk or Support functions
- Proven leadership experience over several years, demonstrating the ability to manage and develop teams effectively
- Experience working with overseas subsidiaries, particularly within EMEA regions, and collaborating across international teams
- Strong leadership skills with the ability to guide and motivate teams effectively
- Excellent English communication skills, both spoken and written
- High sense of responsibility, commitment, and flexibility in managing tasks and priorities
- Problem-solving mindset combined with a service-oriented approach to support delivery
- Team-focused attitude with a willingness to adapt and familiarise oneself with new areas of responsibility
- Solid technical knowledge of operating systems, end-user hardware, and software applications
- Assertiveness in decision-making and stakeholder engagement
- Strong understanding of ITIL practices, particularly in incident, problem, and change management
- Experience with MCITP certification is considered an advantage
Benefits
- 25 days annual leave plus 8 Bank Holidays
- Contributory Pension scheme
- Private Medical Insurance
- Life Assurance
- Company Car
- Gym Discounts
- Full job-specific training provided
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT ticket processingend-user serviceshardware installationsoftware maintenanceworkstation setupmobile device administrationnetwork connectionstelephony connectionsITIL practicesincident management
Soft skills
leadershipteam managementcommunicationproblem-solvingflexibilitycommitmentresponsibilityadaptabilityassertivenesscollaboration
Certifications
MCITP certification