IT Support Supervisor

4 weeks ago

London, United Kingdom Protection Group International Full time

IT Support Supervisor

Full time, hybrid, London

PGI is a global consultancy that helps organisations build digital resilience. We deploy our people to implement solutions on behalf of clients or to support them in developing their own capabilities. Our vision is a world resilient to digital threats and online harm. To achieve this, we need to grow our team of talented and passionate people.

As the IT Support Supervisor at PGI, you will be at the forefront of our IT strategy and principles, driving self-service and automation initiatives while ensuring the stability and reliability of our technical systems. Your leadership will cultivate a responsive, collaborative, and people-focused culture within our IT support function.

What you’ll be doing:

  • Lead, inspire, and expand our IT support function, fostering a culture of trust and cooperation.
  • Establish strong relationships across the organisation to prioritise and address support requirements aligned with business objectives.
  • Oversee daily ServiceDesk operations, resolving requests, monitoring ticket queues, and optimising resource allocation.
  • Provide hands-on technical support and resolution for escalated cases, ensuring high customer satisfaction.
  • Utilise a scientific approach to problem resolution, identifying root causes and escalating trends to the Head of IT.
  • Maintain the IT Service Catalogue within ServiceDesk and develop short training programs for end-users.
  • Implement quality assurance measures and maintain comprehensive documentation of common issues and resolutions.
  • Manage support tickets with hardware and software suppliers, ensuring timely resolutions.
  • Prepare accounts and hardware for new staff and review resolved ServiceDesk requests for process improvement opportunities.
  • Ensure closure of resolved requests and follow up on complex issues, encouraging feedback from users.
  • Review feedback surveys and provide summaries to the Head of IT.
  • Produce regular management reports summarising IT support issues and root causes.
  • Monitor and maintain the security baseline and performance of laptops.
  • Update and maintain the IT Standard Operating Procedures document.

On day one you’ll bring:
Proven success in managing and motivating small teams, fostering collaboration.

  • in utilising Windows 11, Microsoft 365 suite, and System Centre Endpoint Manager to optimise productivity.
  • Experienced in managing Active Directory, including Group Policy, and proficient in IP network administration.
  • Thorough knowledge of laptop hardware components and advanced troubleshooting for seamless functionality.
  • Proficient in assigning tasks and escalating issues effectively to ensure optimal resource utilisation and timely resolution.
  • Analytical Problem-Solving
  • Extensive experience navigating security protocols and policies to safeguard organisational assets effectively.


Diversity, Equity and Inclusion at PGI

As a British company which operates internationally, we draw strength from the diversity of our people. Without our diverse team, we couldn’t do the work we do. We are involved in projects across 80+ geographies, our people speak 25+ languages and come from a variety of backgrounds. By hiring and cultivating a diverse, equitable and inclusive workforce, we can uphold values that enable every member of the team to thrive, while delivering novel solutions to novel problems.

Accessibility at PGI

Every individual has different requirements, so we are committed to implementing reasonable adjustments to mitigate physical and non-physical barriers in the workplace.

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