IT Helpdesk Supervisor

Employer Location: Antrim
Phone Number: Show phone number
Email: View email address on jobapplyni.com

Job description

About 1-Experience Group: At 1-Experience Group, our purpose is simple: Everyone deserves to feel cared for. As we continue to grow across healthcare recruitment, workforce solutions, managed services and complex care, we are seeking an IT Helpdesk Supervisor to help lead and deliver the best service possible to our clients, candidates and colleagues. The Role: The Helpdesk Supervisor provides hands-on technical leadership for day-to-day IT support across the group, taking ownership of the Microsoft 365 estate and all business software. This role bridges strategic direction from the IT Manager and operational delivery by the Helpdesk Technician, ensuring service levels are met, software issues are resolved efficiently, and the Microsoft environment is maintained to a consistently high standard.

Responsibilities

• Manage and administer the group’s Microsoft 365 estate, including Exchange Online, SharePoint, Teams, OneDrive, and Intune for device management.
• Oversee and triage the IT helpdesk queue, ensuring tickets are assigned, prioritised, and resolved within defined SLA timeframes.
• Provide second-line technical support for escalated software issues, working with third-party vendors where required.
• Supervise, mentor, and support the Helpdesk Technician, conducting regular check-ins and managing workload effectively.
• Manage software licences across the group, tracking usage, renewals, and compliance for all business applications.
• Implement and maintain Microsoft Intune policies for device configuration, compliance, and conditional access.
• Produce regular helpdesk performance reports covering ticket volumes, resolution times, and recurring issue trends.
• Manage user accounts in Entra ID (Azure AD) including creation, modification, and deletion aligned to onboarding and offboarding processes.
• Coordinate software deployments, updates, and patching across the estate using appropriate management tooling.
• Develop and maintain IT support documentation, knowledge base articles, and end-user guidance.
• Support the IT Manager with project delivery including migrations, upgrades, and new service introductions.

Skills and Qualifications

Essential Skills

• Minimum 3 years in IT support or systems administration, with at least 1 year in a supervisory or senior capacity with experience working in a groupwide shared service helpdesk.
• Strong working knowledge of Exchange Online, SharePoint Online, Teams, OneDrive, and the Microsoft 365 Admin Centre.
• Experience administering Microsoft Intune for device management and Entra ID (Azure AD) for identity and access management.
• Proven ability to diagnose and resolve software faults across a variety of business applications.
• Experience supervising or mentoring junior team members and managing workload distribution.
• Familiarity with ITSM/helpdesk ticketing platforms (e.g. Freshdesk, Jira Service Management, Zendesk, or similar).

Desirable Skills

• Microsoft 365 Fundamentals (MS-900) or higher desirable; ITIL Foundation advantageous.
• Proactive, organised, and service-oriented with a focus on continuous improvement.
• Clear communicator, able to explain technical issues to non-technical users with patience and professionalism.