IT Service Desk Supervisor in Halesowen

Hayley Dexis has an exciting opportunity for an experienced IT professional to join our well-established IT team based in Halesowen.

We are an equal opportunities employer, currently employing over 1,300 people.

About The IT Service Desk Supervisor

The IT Service Desk Supervisor leads the day‑to‑day operation of the Service Desk, ensuring high‑quality IT support across the business. This role combines operational oversight, quality assurance, system management, and people leadership. You will act as a key escalation point, ensure service levels are met, and support the ongoing development of both processes and team members.

Working hours: 40 hours per week, Monday to Friday.

Key Responsibilities

• Oversee day‑to‑day service desk activity, ensuring tickets are triaged, categorised, and progressed correctly.
• Ensure incidents and service requests meet quality standards and SLA targets.
• Act as an escalation point for complex or overdue tickets.
• Ensure professional and timely communication with users.
• Monitor SLA performance and address breaches proactively.
• Carry out regular quality checks on tickets, tasks, and communications.
• Review and validate change requests for accuracy and completeness.
• Coordinate and chair weekly change meetings.
• Ensure changes do not conflict and are delivered on schedule.
• Monitor overdue changes and follow up with responsible team members.

Qualifications and Experience

• Proven experience in an IT Service Desk or IT Support role, including supervisory or team‑lead responsibilities.
• Strong working knowledge of Microsoft environments (Windows, Office 365, Active Directory).
• Experience with ITSM tools.
• Ability to prioritise workload in a fast‑paced, evolving environment.

Benefits

• 23 days annual leave (plus public/bank holidays).
• Training provided through our own Hayley Academy.
• Company pension.
• Life Assurance cover (x2 salary).
• Invitation to healthcare schemes.
• Wellness programmes.
• Uniform and PPE provided.
• Excellent opportunities and career prospects available.