Job Role: Service Desk Supervisor Overview The Service Desk Supervisor at GT Stewart will lead and develop the Service Desk team, while also applying advanced technical skills to resolve complex IT issues. This hybrid role requires both strong team leadership and technical expertise to ensure seamless support and high-quality service across the firm. Key Responsibilities Team Leadership and Development Supervise, mentor, and develop the service desk team to ensure high performance, enhance technical skills, and foster exceptional customer service. Coordinate regular training and knowledge-sharing initiatives, encouraging continuous skill development within the team. Manage and optimise ticket queues, prioritising critical issues to maintain efficient service desk operations and minimise resolution times. Technical Support and Troubleshooting (2nd Line) Serve as the primary escalation point for complex issues, guiding junior technicians through troubleshooting and problem-solving. Diagnose and resolve issues related to operating systems, applications, and network connectivity. Oversee infrastructure-related incidents, coordinating with third-line support or third-party IT teams for systemic issues or advanced troubleshooting. Support infrastructure and security initiatives, such as network maintenance, security patching, and software deployment. Process Management and Operational Efficiency Monitor compliance with service level agreements (SLAs) to ensure timely and ..... full job details .....