Supervisor Helpdesk EMEA in Sheffield

We are one of the world's leading companies in orthopedics, arthroscopy, sports medicine, and orthobiologics. True to our mission "Helping Surgeons Treat Their Patients Better," we have been developing innovative products and surgical techniques for over 40 years. Arthrex was founded in 1981 in Munich and is now headquartered in Naples, Florida (USA), with additional subsidiaries in 21 countries.

Job Objectives

Organise and manage a team within the EMEA Helpdesk, ensuring full processing and resolution of IT tickets and continuously improving the end-user services.

Duties and Responsibilities

• Provide technical and disciplinary leadership and development for a team within the EMEA Helpdesk.
• Serve as the point of contact for employees both on-site and off-site, as well as for subsidiaries in the EMEA region.
• Be responsible for the uninterrupted provision of end-user services in cooperation with the team.
• Oversee the installation of end-user hardware and software, the setup of in-house and remote workstations, workstation moves within the building, the administration and support of iPhones and iPads, and the connection of network ports and telephones, and delegate these tasks to team members.
• Ensure all incoming IT tickets are fully processed and resolved by the appropriate specialist department.
• Collaborate on a global level (AMERICAS, LATAM and APAC) to introduce and implement global standards.
• Analyse, report on and optimise helpdesk / service desk processes and recommend process improvements.
• Prepare, update and present status reports.
• Participate in and lead various IT Infrastructure projects as needed.

Education and Professional Experience

• Successfully completed vocational training in IT (e.g., as an IT Specialist) or a degree in computer science, software engineering or a similar field, or an equivalent qualification.
• Several years of professional experience in Information Technology, preferably in Helpdesk / Support.
• Several years of leadership experience.

General Requirements

• Strong leadership skills.
• Very good English skills, both spoken and written.
• Sense of responsibility, commitment and flexibility.
• Problem- and service-oriented working approach.
• Ability to work in a team and willingness to familiarize oneself with new task areas.
• Solid knowledge of operating systems and end-user hardware and software.
• Assertiveness.

Specific Requirements

• Solid knowledge in IT Infrastructure, including software deployment, Active Directory, end-user hardware and software, and network technology.
• ITIL knowledge, particularly in incident, problem and change management.
• Experience with MCITP is an advantage.
• Willingness to occasionally work outside regular office hours to support the Helpdesk team in its day-to-day operations.

Working Arrangements

This is a full-time position (40 hours per week) Monday to Friday. Flexibility is required. Hybrid working arrangement available.

Travel Activity

This role involves some business travel between the two Arthrex sites (Sheffield and Solihull) and 30% international travel.

Compensation and Benefits

Competitive salary based on level of experience. 25 days annual leave plus 8 Bank Holidays (pro rata), contributory pension scheme, medical cash back plan, group income protection and life assurance.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment regardless of race, religion, age, sex, sexual orientation, gender identity, national origin, disability and any other protected characteristics under the Equality Act 2010.