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IT Technical Supervisor-REMOTE

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Brief description :

Roles and Responsibilities

Team Supervision:

  • 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).

Technical Support:

  • 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.

Quality Assurance:

  • 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.

Service Improvement:

  • Continuously identify opportunities to enhance IT service desk processes, workflows, and tools.
  • Collaborate with other IT teams to implement improvements and streamline support operations.

Incident Management:

  • 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.

Customer Relations:

  • 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.

Budget Management:

  • 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.


Preferred skills

  • 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.