IT Technical Support Supervisor

JoJo Maman Bb
Newport (Casnewydd)
05 Oct 2017
02 Nov 2017
Contract Type
Full Time

We are a multi-channel retailer of maternity wear, babywear and nursery products, with 80+ stores across the UK and Ireland. We have a growing international trade department with a wholly owned USA business. From humble beginnings, we now employ over 850 people in the UK and continue to expand.

We are committed to running an ethical and sustainable company and are proud to be a Certified B Corporation, putting people and the planet above profit. Our success is down to our fantastic designs, innovative nursery products, attention to detail and never ending pursuit of high standards.

What we expect from you:

·Oversee the day to day running of the IT Service Desk team.

·Assign and track tickets within the IT team and 3rd parties.

·Escalating and re prioritise tickets where appropriate.

·Drive down calls by identifying underlying issues, while hitting predefined SLA’s.

·Oversee the creation and data integrity of user accounts and permissions.

·Develop and train staff within the Service Desk, ensuring that they are motivated and equipped to deliver a high-quality service to agreed standards.

·Create and oversea departmental documentation.

·Assist with the provision of IT training to the Business.

·Provides status reporting to management

·Coordinates the installation and testing of operating system hardware and software.

·Oversee the day to day support of all databases, data transformation procedures and business applications.

·Investigate and resolve data and systems issues.

·Perform daily, weekly, and monthly data maintenance tasks.

·Oversee and advise on security access to business systems.

What we look for in you:

·Excellent understanding of Microsoft AD, DHCP, DNS, DFS, Profiles, Group Policy.

·Knowledge of Hypervisor technology specifically Hyper-V.

·Good understanding of Microsoft Exchange 2013.

·Excellent understanding of Windows Server 2008+R2, 2012+R2 & 2016

·Good understanding of Microsoft SQL Server 2008, 2012, 2014 & 2016.

·Good understanding of Microsoft Office 365 including Skype for Business.

·Good understanding of Microsoft Office 2016.

·Knowledge of network technologies LAN/WLAN/WAN.

·Knowledge of storage technologies, SAN architecture, Backup, Microsoft Data Protection Manager.

·Experience of supervising a small team of IT Technicians & Engineers.

·Experience of providing 2nd / 3rd line support covering complex Incident, Problem and Change Management.

·Experience of utilising the ITIL framework in the delivery of IT services.

·Experience of data environments that are required to be up and available 24x7

·Experience of managing Major Incidents alongside suppliers.

·Broad knowledge of IT and communications services and technologies.

·Act as a point of escalation for incidents both in and outside of working hours.

Personal Attributes

·Maintain a professional approach at all times and represent the I.T. service to a professional level.

·Excellent communication skills both externally and at all levels in the company, both written and verbal with the ability to summarise technical concepts to non-technicians.

·Polite and able to deal with difficult and demanding users.

·Enthusiastic, self-confident and self-motivated.

·Ability to investigate and propose new solutions and systems to support the business.

·Willing to adapt and take on new challenges and driven to continuously improve.

·Structured and detailed in applying documented requirements.

·Ability to create and present high-quality documentation & management information.

·Ability to get things done and improvise as required with a ‘can do’ attitude.

·Understand and represent the brand attributes and values.

·Ability to strike the balance between technical solutions, cost/effort and business requirements.

Behavioural Competencies:

·Ethical working practices.

·Team playing.

·Strong Moral Principles.

·Understands and accepts the feelings of others.

·Open and honest communication.

The Benefits:

  • Incremental holiday entitlement, 28 days rising to 38 days p.a. (inc. BH)
  • Annual Profit Share;
  • Contributory pension scheme;
  • Childcare vouchers;
  • Cycle to work scheme;
  • JoJo saving scheme;
  • Great social events;
  • 40% staff discount off JoJo branded lines
  • Ongoing training and educational development initiatives.

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