IT Technical Support Supervisor

Reports to: IT & Digital Service Manager

Department: ICT

MAIN RESPONSIBILITIES:

• Supervise and mentor a team of service desk analysts, systems administrator and network administrator/engineers providing guidance and performance feedback.
• Coordinate training and development to enhance technical skills and service quality.
• Schedule shifts and manage team resources to ensure adequate support coverage.
• Oversee day-to-day technical support operations, ensuring timely response and resolution of incidents and requests and ensure agreed targets are met and appropriate qualitative standards are achieved
• Implement and monitor service-level agreements (SLAs) to meet organizational requirements.
• Implement methodologies to improve first and second call resolution.
• Act as an escalation point for complex technical issues.
• Design and develop an enhanced reporting structure which ensures the early identification of
  product faults and ensures minimum risk to the business.
• Coordinate maintenance, updates, and patch management for systems, hardware, and software.
• Ensure security and compliance by implementing best practices for data protection and network integrity.
• Collaborate with other IT teams to plan and execute technology upgrades and deployments.
• Conductregular network assessments, performance tuning, and security audits to identify and mitigate potential vulnerabilities.
• Implementfirmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal security and functionality.
• Performbackup and disaster recovery testing for critical network configurations to ensure business continuity and resilience.
• Maintainredundancy and failover systems to prevent network outages, including load balancing, high-availability configurations, and disaster recovery planning.
• Work with ISPs and telecom providers tooptimize external connectivity, ensuring sufficient bandwidth and minimal latency.
• Monitor and analyzenetwork traffic patterns and logs to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies.
• Maintain up-to-datenetwork topology diagrams and documentation, ensuring proper configuration records for troubleshooting and future scaling.
• Ensure compliance withindustry standards, data privacy laws, and security frameworks.
• Performance Monitoring and Reporting.
• Track key performance indicators (KPIs) to measure team performance and service effectiveness.
• Generate regular reports on support metrics, incident trends, and service quality.
• Provide insights and recommendations to management for continued service improvement.
• Liaise with other departments to understand and address IT needs and service requirements.
• Communicate technical information effectively to non-technical users and stakeholders.
• Support IT initiatives by aligning technical services with broader organizational goals.
• Develop, implement, and update technical support processes, policies, and procedures.
• Maintain accurate documentation for troubleshooting steps, standard operating procedures, and knowledge base articles.
• Identify areas for service improvement and efficiency, recommending and implementing solutions.
• Inventory tracking and management: Maintain an accurate inventory of IT assets, including hardware, software, and licenses. Update asset records to reflect changes in ownership, status, and location.
• Oversee the deployment of assets, ensuring proper configuration and alignment with company standards.
• Coordinate installations, upgrades, and reassignments as necessary.
• Ensure assets are configured securely and documented accurately.
• Conduct regular audits to verify asset inventory, status, and location.

Qualifications and Experience:

Academic: Bachelor’s Degree in Information Technology, Computer Science, or its equivalent from a recognized institution.

Professional: Microsoft certification (MCSE or MCITP), ITSM or ITIL v4 Certification, Cisco Certification (CCNA or CCNP)

Experience: Atleast 2 years of experience in a supervisory role, Proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.

Core Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset and the ability to use data for decision-making.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Customer-focused with a commitment to providing exceptional service.

If you believe that you are our ideal candidate, please submit your application, detailed CV and academic documents with a daytime telephone number as one PDF document, quoting the position you have applied for in the subject line by 6th March, 2025 to the HR Manager-NMGU, at https://career.staffingsoft.com/careers/NationMediaGroupJobs.html

Please note that only shortlisted candidates will be contacted.