IT Service Desk Supervisor

Vitalograph is the world's leading manufacturer of medical respiratory diagnostic devices and software, used in the diagnosis of respiratory disorders, and advanced high-reliability equipment and software systems used in respiratory end-point clinical drug trials. Headquartered in the UK, Vitalograph has operations in Ireland, Germany and the USA. Our mission is to improve patient lives by designing and manufacturing market leading products and services.

Why Join Us?

At Vitalograph, we offer more than just a job. As a global leader in medical respiratory diagnostics, you'll be at the heart of groundbreaking technology used to diagnose respiratory disorders worldwide. Here's what you can expect :

• Pension contribution  from the company, ensuring your future is secure.
• Private Health Insurance  for peace of mind.
• Educational Assistance Programme  to fuel your professional growth.
• Clear career development opportunities , with room to grow and make an impact.

About the Role :

We are seeking an experienced, dynamic IT Service Desk Supervisor to join our existing Global IT team managing a team that spans multiple international sites. Reporting to the CIO, you'll be at the heart of ensuring seamless, high-quality IT services that support every aspect of our business, from our Headquarters to our customers.

Responsibilities : Team Leadership

Lead and inspire the IT Service Desk team with team members in UK, Ireland, Germany, and the US, fostering a collaborative environment that champions success.

Oversee first & second level support, managing escalations to internal IT teams or specialised vendors as needed.

Managing individual and team performance including assisting the CIO in carrying out annual performance reviews with the service desk team.

Service Desk Management

Ensure smooth daily operations, handling escalations with confidence, and overseeing IT tickets to guarantee swift, efficient resolutions.

Provide exceptional service to our office locations and remote team members, with IT support teams serving as the primary point of contact for all IT-related issues and inquiries.

Assisting with System Administrator duties as required.

Vendor & Partner Management

Own relationships with outsourced IT service providers and strategic partners, ensuring that SLAs are exceeded, and operations are flawless. Continuous Process Improvement

Consistently review and enhance IT support processes, identifying opportunities for greater efficiency and alignment with business objectives.

Customer Satisfaction

Be the driving force behind an exceptional end-user experience, delivering prompt, professional IT support that keeps our internal customers happy.

The Candidate :

We're looking for a leader with a passion for technology and an eye for innovation. You'll be a problem solver, always looking for new ways to drive efficiency, with a keen understanding of the unique demands of corporate IT environments.

Technical

In-depth knowledge of hardware, networks, infrastructure, and applications, and how they integrate to support seamless IT operations.

Good understanding of WAN / LAN / WLAN infrastructure.

In-depth knowledge of Microsoft Active Directory, DNS, DHCP, WDS, and DFS within a Windows Server Environment.

Proficiency in managing Office 365 platforms.

Familiarity with tools to manage IT environments remotely.

Proven ability to efficiently manage helpdesk ticket systems and prioritise support tasks.

Expertise in supporting mobile devices and applications for retail and distribution settings.

Qualifications

3rd level qualification (certificate, diploma, degree), in electronics engineering, computer science or a related discipline highly desired.

At least 2 years of relevant post-qualification experience.

Previous supervisory experience desirable.

Leadership

Proven experience in leading IT teams, with a strong track record in vendor management, service delivery, and help desk operations.

Process-Driven

You know how to streamline and improve processes, particularly in ticketing systems and helpdesk operations, to maximise efficiency.

Communications

You're a clear communicator, able to explain technical concepts in simple terms for non-technical stakeholders.

Adaptable & Agile

Comfortable in a fast-paced, dynamic environment, you're ready to take on evolving challenges with a pragmatic, flexible mindset.