IT Technical Supervisor-REMOTE
Brief description :
Roles and Responsibilities
- Lead, mentor, and supervise a team of service desk technicians, providing guidance, training, and performance feedback.
- Monitor workload distribution and ensure adequate staffing to meet service level agreements (SLAs).
- Assist in resolving escalated technical issues and complex problems, ensuring efficient and effective solutions.
- Serve as a point of escalation for service desk staff when handling challenging support cases.
- Implement and enforce service desk standards and best practices to maintain a high level of service quality.
- Conduct regular quality assurance assessments and audits of service desk interactions.
- Continuously identify opportunities to enhance IT service desk processes, workflows, and tools.
- Collaborate with other IT teams to implement improvements and streamline support operations.
- Oversee the incident management process, including tracking and reporting on incident resolution progress.
- Ensure that major incidents are addressed promptly, and root cause analysis is conducted.
- Foster positive relationships with end-users, ensuring that customer satisfaction remains a top priority.
- Handle customer escalations and address any unresolved issues or concerns.
Documentation and Knowledge Sharing:
- Maintain and update service desk documentation, including procedures, knowledge base articles, and FAQs.
- Promote knowledge sharing and encourage service desk staff to contribute to the knowledge base.
Reporting and Metrics:
- Develop and maintain key performance indicators (KPIs) and metrics to assess the performance and effectiveness of the service desk.
- Generate and present regular reports to IT management on service desk operations.
IT Security Compliance:
- Ensure compliance with IT security policies and protocols within the service desk team.
- Assist in security incident response and mitigation efforts.
Training and Development:
- Identify training needs for service desk staff and coordinate training programs to enhance technical skills and customer service abilities.
Vendor and Supplier Management:
- Liaise with vendors and suppliers to procure necessary hardware, software, and services required for the service desk operation.
- Assist in budget planning and management for the service desk, ensuring cost-effective operations.
- Maintain accurate documentation of IT assets, configurations, and procedures.
- Collaborate with other IT teams and specialists to escalate and resolve complex issues.
- Communicate effectively with vendors and service providers to coordinate repairs or procure necessary equipment.
- Administer storage / SAN and security management in various storage technologies (e.g. NAS/ DAS & SAN).
- Manage and maintain network equipment including switches & routers.
- Perform network analysis and trouble-shooting using network issues.
- Oversee and manage the IT Infrastructure such as providing desktop, server, network administrative and support to local and overseas offices
- Liaise with external vendors to troubleshoot problems in relation to IT infrastructure.
- Troubleshoot and resolve hardware, connection, printer and software issues reported to the Service Desk
- Troubleshoot and resolve all problems encountered with hardware and software.
- Ensure customer satisfaction of local clients, in terms of technical issues and matters.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Proven experience in a service desk or technical support role, with a strong understanding of IT systems and processes.
- Leadership and supervisory experience, with the ability to inspire and motivate a team.
- Excellent problem-solving and troubleshooting skills.
- Strong customer service orientation with the ability to communicate effectively with end-users.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Knowledge of ITIL (Information Technology Infrastructure Library) principles and best practices is a plus.
- Strong organizational and project management skills.
- Ability to work under pressure, prioritize tasks, and meet SLAs.
- IT certifications such as CompTIA A+, ITIL, or similar, are advantageous
- A Minimum of 5 years hands-on experience with IT Support Functions.
- Proficient in English and Hindi Language.
- Exceptional customer service and communication skills.