IT Helpdesk Supervisor

National Care Group (NCG) is a leading provider of care and support services to vulnerable adults throughout England and Wales. We work closely with the people we support, their family members, local authorities, and commissioners to provide high-quality, person-centred support across the following services: supported living, residential care, outreach & home support, day services and an education college.

National Care Group is seeking an IT Helpdesk Supervisor who will be responsible for leading and managing the IT helpdesk team, ensuring efficient resolution of technical issues, maintaining a high level of customer satisfaction, and optimising the use of Microsoft 365 (M365) tools and services. This role requires strong leadership skills, technical expertise in M365 administration and Azure administration, and a commitment to delivering exceptional IT support services within an ITIL (Information Technology Infrastructure Library) framework. Join our dynamic IT team. As an IT Helpdesk Supervisor, you will play a crucial role in providing High-level technical support, troubleshooting complex issues, and ensuring the smooth operation of our IT systems.

We're seeking individuals who can hit the ground running and make an immediate impact. At National Care Group we value proactive problem-solvers who can quickly adapt to new challenges and drive our mission forward. As a part of our team, you'll be expected to bring your expertise, creativity, and a strong work ethic from day one. If you're ready to dive into a fast-paced environment, collaborate with a diverse team, and contribute to our organisation's success right from the start, we encourage you to apply today. Join us, and let's embark on this exciting journey together!

If you have a passion for solving technical problems, excellent communication skills, and a strong foundation in IT support, we would love to hear from you!

On offer is:

• 5 Days per week, Monday to Friday

• 33 days annual leave (inclusive of Bank Holidays)

• Daily lifestyle benefits

Microsoft 365 Expertise:

• Demonstrate advanced knowledge and hands-on experience with Microsoft 365 administration.


• Proficiency in Azure Active Directory administration, including user provisioning and access control.


• Utilise M365 tools and services to enhance productivity and collaboration.

Microsoft 365 Suite Management:

• Oversee Microsoft 365 Suite, including Intune, PowerApps, PowerBI, and more.


• Manage user accounts, groups, devices, and services.


• Provide support for Exchange, SharePoint, OneDrive, and Teams.

M365 Optimisation:

• Identify opportunities to optimise the use of Microsoft 365 tools and services within the organisation.


• Implement best practices to leverage M365 for enhanced communication, collaboration, and productivity.

System Management:

• Administer and maintain various systems and software, including VoIP Service, Compliance, Mail protection, and more.


• Monitor and optimise system performance to ensure efficiency and reliability.


• Perform updates, installations, and configurations as needed.

Service Desk and Support:

• Maintain the service desk, ensuring efficient operations.


• Provide support for day-to-day ticket management and SLA compliance.


• Assist in resolving technical issues and providing end-user support.

Asset Management and Governance:

• Establish and maintain an asset management system for tracking IT assets, including hardware and software.


• Ensure compliance with asset management and governance policies, tracking asset lifecycle from procurement to disposal.


• Implement policies and procedures to govern asset usage, allocation, and maintenance.

Security and Compliance:

• Implement cybersecurity measures, including antivirus solutions and threat protection.


• Ensure compliance with Cyber Essentials and Data Security and Protection Toolkit standards.


• Collaborate with the team to maintain a high level of data security.

Cybersecurity and Compliance Certification:

• Work towards obtaining and maintaining Cyber Essentials certification.


• Ensure that all services continue to meet the required standards for Data Security and Protection Toolkit.

Automation and Scripting:

• Develop and maintain PowerShell scripts for automation purposes.


• Utilise scripts for incident reporting, ID badge management, and more.

Collaboration with Project Teams:

• Collaborate with the projects side of the Heads of IT to ensure that helpdesk support aligns with project timelines and requirements.


• Provide expertise on M365-related tools and services to support project implementation and ongoing management.


• Communicate effectively with stakeholders to understand project objectives and IT support needs.

Customer Service:

• Ensure that the helpdesk team provides excellent customer service and support to end-users.


• Handle escalated support requests and complex technical issues, leveraging M365 solutions where appropriate.


• Collaborate with other IT teams to address recurring problems and implement M365-based solutions.

Helpdesk Operations:

• Manage and prioritise incoming support requests, ensuring timely resolution.


• Maintain and optimise the IT helpdesk ticketing system, integrating M365 capabilities where applicable.


• Monitor and analyse helpdesk metrics to identify areas for improvement.

Documentation and Training:

• Develop and maintain IT support documentation, knowledge base, and standard operating procedures, with a focus on M365 best practices.


• conduct training sessions for team members to enhance their technical skills related to M365 tools.


• Generate reports from the ticketing system to identify trends in support requests, common issues, and areas requiring improvement.


• Use data-driven insights to make informed decisions for service improvements and training needs.

Team Leadership and Development:

• Lead, mentor, and develop a team of IT support technicians.


• Set performance goals and regularly assess team members' performance.


• Foster a collaborative and customer-focused work environment.

ITIL Framework Implementation:

• Introduce ITIL framework principles and practices to the team, emphasising their alignment with M365 operations.


• Collaborate with team members to integrate M365 capabilities into ITIL processes.


• Develop and execute a plan for ITIL framework adoption with M365 integration.

ITIL Training and Certification:

• Identify team members interested in pursuing ITIL certifications with a focus on M365-related modules.


• Provide resources and support for team members to prepare for ITIL exams.


• Encourage and sponsor team members to attend ITIL training courses with M365 components.

Requirements:

• Minimum of 3 years of IT support experience, focusing on M365.


• Strong technical background in Microsoft 365 administration with an emphasis on M365.


• Proven experience managing an IT helpdesk team.


• Ability to work independently and as part of a team.


• Exceptional problem-solving and troubleshooting skills.


• Excellent communication and interpersonal skills.


• Dedication to delivering outstanding customer service.


• Flexible working environment and willingness to travel.


• ITIL certification is desirable

If you're ready to take your career to the next level and become a key player in our IT support team, please submit your C.V and a cover letter outlining your relevant experience and why you're the ideal candidate for this position.