IT Helpdesk Supervisor

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 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.

• Manage and administer the group’s Microsoft 365 estate, including Exchange Online, SharePoint, Teams, One Drive, and Intune for device management
• Oversee and triage the IT helpdesk queue, ensuring tickets are assigned, prioritised, and resolved within defined SLA time frames
• 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  (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

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, One Drive, and the Microsoft 365 Admin Centre.

Experience administering Microsoft Intune for device management and Entra  (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).

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.

• 32 days Annual leave (including 10 days bank holidays)
• Length of service increase (3, 5, 7 years resulting in an additional 6 days Annual Leave)
• Company Sick Pay
• Generous Maternity Pay
• Death in Service Benefit
• Private Health Insurance
• Private Pension
• Training and development programs
• Reduced corporate rate gym membership
• Employee Assistance Programs