Arthrex is a fast‑growing medical device company in the healthcare sector, specialising in Sports Medicine while expanding into Arthroplasty, Spine, Extremities & Trauma, Biologics, and Theatre Capital. Our culture is the driving force behind our success: enjoying what we do, delivering exceptional work, thriving on teamwork and trust, making a positive impact, and never stopping learning. We are continuously growing and seek driven, positive individuals with a resilient attitude and passion to succeed. If you have that extra edge, this is the start of a great journey - new opportunities across the business await those ready to bring them to life.

Main Objective:

The Supervisor will be responsible for organising and managing the EMEA Helpdesk team, ensuring the effective processing and resolution of all IT tickets. A key focus will be on continuously enhancing end‑user services, driving improvements that strengthen support delivery and overall customer satisfaction.

Essential Duties and Responsibilities:

• Provide technical and disciplinary leadership, guiding and developing the EMEA Helpdesk team.
• Act as the primary point of contact for employees on‑site, off‑site, and across EMEA subsidiaries.
• Ensure uninterrupted delivery of end‑user services in cooperation with the team.
• Oversee installation and maintenance of end‑user hardware and software, workstation setups and moves, mobile device administration, and network/telephony connections—delegating tasks appropriately.
• Ensure all incoming IT tickets are processed and resolved by the appropriate specialist departments.
• Collaborate globally with colleagues in AMERICAS, LATAM, and APAC to introduce and implement unified standards.
• Analyse, report on, and optimise helpdesk/service desk processes, recommending improvements where needed.
• Prepare, update, and present regular status reports.
• Participate in and lead IT infrastructure projects as required.

Education and Experience:

• Successfully completed vocational training in IT (e.g., IT Specialist) or a degree in computer science, software engineering, or a related field, or an equivalent qualification.
• Several years of professional experience in Information Technology, ideally within Helpdesk or Support functions.
• Proven leadership experience over several years, demonstrating the ability to manage and develop teams effectively.
• Experience working with overseas subsidiaries, particularly within EMEA regions, and collaborating across international teams.

Knowledge and Skill Requirements:

• Strong leadership skills with the ability to guide and motivate teams effectively.
• Excellent English communication skills, both spoken and written.
• High sense of responsibility, commitment, and flexibility in managing tasks and priorities.
• Problem‑solving mindset combined with a service‑oriented approach to support delivery.
• Team‑focused attitude with a willingness to adapt and familiarise oneself with new areas of responsibility.
• Solid technical knowledge of operating systems, end‑user hardware, and software applications.
• Assertiveness in decision‑making and stakeholder engagement.

Technical Expertise & Requirements

• Solid knowledge of IT infrastructure, including software deployment, Active Directory, end‑user hardware and software, and network technologies.
• Strong understanding of ITIL practices, particularly in incident, problem, and change management.
• Experience with MCITP certification is considered an advantage.
• Flexibility and willingness to occasionally work outside regular office hours to support the Helpdesk team’s daily operations.

Working Arrangements:

• Full-time Monday to Friday (40 hours/week), weekend work on occasion.
• Based in Sheffield Head Office with 30% international travel.

Compensation and Benefits:

Competitive salary and commission package based on level of experience and recognising your success. 25 days annual leave plus 8 Bank Holidays, Contributory Pension scheme, Private Medical Insurance, Life Assurance, Company Car, Gym Discounts and full job-specific training provided.

All qualified applicants will receive consideration for employment regardless of race, religion, age, sex, sexual orientation, gender identity, national origin, disability and any other protected characteristics under the Equality Act 2010.