Supervisor Service Desk

TL;DR

Supervisor Service Desk (IT): Leading day-to-day Service Desk operations to deliver high-quality IT support across global or regional environments with an accent on incident management, team supervision, and ITIL best practices. Focus on overseeing escalations, performance metrics, knowledge management, and collaboration with IT teams and vendors for service excellence.

Location: Winnersh, GB, RG41 5TS

Company

hirify.global is an independent, employee-owned company that develops, manufactures, and markets healthcare products worldwide for ostomy care, continence care, and critical care.

What you will do

• Supervise, coach, and develop Service Desk team members, including performance management, training, and workforce planning.
• Oversee incident and service request intake, prioritization, assignment, escalation, and resolution using ITSM tools.
• Act as escalation point for complex issues, executive support, and major incidents; coordinate communications during disruptions.
• Monitor performance metrics like SLAs, CSAT, backlog, and ticket quality; drive continuous improvements.
• Maintain knowledge management, SOPs, and self-service capabilities; collaborate with IT teams and vendors.
• Ensure policy adherence, compliance, budgeting, and resource planning.

Requirements

• Bachelor’s Degree with 8-12 years of related experience.
• Experience leading Service Desk operations in enterprise environments.
• Proficiency in ITSM processes, tools, and ITIL best practices.
• Ability to manage multiple priorities, communicate effectively, and handle sensitive information securely.
• Frequent travel required, including overnight and occasional weekends; occasional lifting up to 15 pounds.

Nice to have

• Experience supporting cloud and on-premises technologies.

Culture & Benefits

• Be Agile, Customer Centric, People-Focused, Performance Driven; live the company's Noble Purpose.
• Collaborative, inclusive environment with emphasis on innovation, empathy, and ownership.
• Global operations with manufacturing and distribution on three continents.