Tech Bar Supervisor Permanent | London At Peregrine, were always seeking Specialist Talent that have the ideal mix of skills, experience, and attitude, to place with our vast array of clients. From Business Analysts in large government organisations to Software Developers in the private sector we are always in search of the best talent to place, now. The role: The Tech Bar Supervisor is responsible for the day-to-day leadership, performance, and service quality of the on-site Tech Bar. The role ensures a high-touch, premium IT support experience, acting as the bridge between walk-up support, scheduled appointments, and wider IT operations. This role combines people leadership, service management, and hands-on technical oversight, ensuring the Tech Bar delivers fast, professional, and consistent support aligned to corporate standards and brand values. Responsibilities: Service Leadership & Operations Own the daily operation of the TechBar, ensuring consistent coverage, smooth user flow, and adherence to published support hours. Act as the primary escalation point for complex walk-up issues, VIP requests, or service concerns. Ensure TechBar services align with the agreed service catalogue, including device support, onboarding, troubleshooting, and coaching sessions. Monitor demand, footfall, appointment volumes, and peak usage to proactively adjust staffing and processes. Maintain a high-quality, welcoming TechBar environment that reflects a professional, polished user experience. Team Management & Development Lead, coach, and support TechBar analysts, setting clear expectations and standards of service. Manage rotas, shift patterns, leave, and absence to ensure full operational coverage. Conduct regular 1:1s, performance feedback, and development planning for team members. Support onboarding and training of new TechBar staff, ensuring consistency in service delivery and technical approach. User Experience & VIP Support Ensure a premium, judgement-free support experience for all users, including executives and VIPs. Work closely with Executive Assistants and VIP stakeholders to anticipate needs and provide proactive support. Drive a right-first-time approach while setting clear expectations for resolution or escalation when issues cannot be resolved immediately. Incident, Request & Escalation Management Ensure all walk-up and appointment-based interactions are accurately logged in the ITSM tool (e.g. ServiceNow Walk-Up Experience). Triage issues appropriately between TechBar resolution, L2/L3 escalation, or project teams. Own TechBar-related incidents through to resolution, maintaining visibility and communication with users and stakeholders. Service Management, Reporting & Continuous Improvement Track and report on TechBar KPIs and XLAs (e.g. resolution time, customer satisfaction, appointment adherence). Identify trends, repeat issues, and improvement opportunities, feeding into problem management and CSI initiatives. Support service acceptance, new technology rollouts, and project go-lives impacting end users at HQ. Ensure TechBar documentation, knowledge articles, and standard procedures are kept up to date. Governance, Compliance & Collaboration Ensure compliance with IT policies, security standards, and asset management processes. Coordinate closely with Facilities, AV, Digital Workplace Services, and Logistics teams for events, room support, and device handling. Act as a visible ambassador for IT at HQ, strengthening trust between IT and the business. Skills & Experience: Essential: Proven experience ideally within a Techbar environment or in IT Service Desk, Desktop Support, or End User Services, in a corporate or HQ environment. Previous experience in a supervisory or team-lead role is essential Strong understanding of ITIL-aligned incident, request, and escalation management. Confident working with walk-up support models and appointment-based services. Excellent customer service skills, with experience supporting senior stakeholders or VIP users. Strong organisational skills with the ability to manage competing priorities in a fast-paced environment. Desirable: Experience operating or launching a TechBar / Genius Bar-style service. Experience with ServiceNow Walk-Up Experience or similar ITSM tooling. Exposure to global or multi-region IT operating models. Knowledge of Apple and Windows device ecosystems in a corporate environment. JBRP1_UKTJ