IT Supervisor

At South West Water, we value our employees' contributions to our mission of providing reliable, efficient, and high-quality drinking water and wastewater services for the beautiful South West area.

We're proud to be responsible for providing essential services that benefit our community, and we're committed to helping our staff grow and develop in their careers.

We have an exciting opportunity to join our 2nd line IT Support Team as the Deskside Supervisor, based in our Exeter office. This is a full-time, permanent role working Monday to Friday, 37 hours per week, with a competitive salary up to £42,900 per annum plus excellent benefits.

About the role:

As the Deskside Supervisor, you will lead the Deskside Team, overseeing the resolution of Incident, Problem, and Request tickets to provide effective software, hardware, network, and telephony support. You will demonstrate empathy and a genuine passion for delivering great service to all Pennon Group IT 'customers'. This role requires leadership and influence, and you will be responsible for establishing, evaluating, and continuously reviewing the team's progress against key performance indicators.

• 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.
• Establish, evaluate, and continuously review the team's progress against key performance indicators, assess opportunities and risks, to support continuous service improvement.
• Be a point of contact for Deskside Support and communicate any potential impacts to service to the Customer Support Manager to maintain customer satisfaction.
• 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.
• Eskalation point to other IT divisions in support of ITIL service areas (incident, request, problem, knowledgebase).
• Work closely with Project Managers to prepare for the release of new IT solutions, ensuring the Deskside Team Desk can handle them effectively without impacting service standards.

Requirements:

• 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.
• Experience in analysing data and providing insight to perform root cause analysis and identify solutions.
• You will have a good understanding of Incident/ Service Request/Problem and Change Management processes – preferably to ITIL V4 Foundation standard.

What we offer:

• Generous holiday entitlement.
• Contributory pension scheme.
• Overtime allowance.
• Discretionary bonus scheme.
• Excellent ongoing training and development opportunities.

At South West Water, we value our employees' contributions and offer a range of benefits to support their well-being and career development.