Position Overview:

We are seeking an experienced and motivated IT Technical Support Supervisor to join our dynamic team. The ideal candidate will have a minimum of three years of experience in a similar supervisory role within IT technical support and possess their own vehicle. This role is crucial in ensuring our IT support team operates efficiently, delivers high-quality customer service, and resolves technical issues in a timely manner.

Key Responsibilities:

Team Leadership: Supervise, mentor, and train a team of IT technical support specialists. Provide guidance, support, and performance evaluations to ensure optimal team performance.

Incident Management: Oversee the resolution of technical issues and support requests. Ensure that service level agreements (SLAs) are met and that complex problems are addressed in a timely manner.

Process Improvement: Develop and implement IT support processes and procedures. Identify areas for improvement and work to enhance efficiency, effectiveness, and customer satisfaction.

Customer Service: Maintain a high level of customer service by managing escalations, addressing client concerns, and ensuring that support requests are handled professionally.

Technical Expertise: Stay up-to-date with the latest industry trends and technologies. Provide advanced technical support as needed and ensure that the team is knowledgeable about current systems and tools.

Reporting: Monitor and report on team performance metrics, support ticket statuses, and other relevant data. Provide insights and recommendations for improvement based on performance analysis.

Collaboration: Work closely with other IT teams and departments to ensure seamless integration and support for company-wide projects and initiatives.

Requirements:

Experience: Minimum of 3 years of experience in a supervisory role within IT technical support.

Technical Skills: Proficiency in troubleshooting hardware, software, and network issues. Familiarity with common IT support tools and ticketing systems.

Leadership: Strong leadership and team management skills. Proven ability to motivate and guide a team to achieve their best performance.

Communication: Excellent verbal and written communication skills. Ability to convey technical information to non-technical stakeholders effectively.

Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and make sound decisions under pressure.

Car Requirement: Possession of a personal vehicle is essential for this role due to the need for occasional travel between company sites and client locations