Information Technology Support Supervisor

Job Description

- Information Technology Support SupervisorCompany: Industry: Catering, Food Services and Restaurants Job Location: Jeddah, Saudi Arabia Career Level: Senior (Team Leader/Staff Supervisor) Date Posted: 18-04-2022 Ref. Number: 150912 Citizenships Saudi Arabia India Philippines Residence Country Saudi Arabia India Years of Experience 7 - 9Information Technology Support Supervisor and Requirements JOB PURPOSE: To supervise the daily operations of the Technical Support and provide world-class customer support and service. A hands-on leader who is technically savvy and can work well with all levels of team members, end-users and customers to ensure meeting business requirements as per the business needs. Key Activities 1. Process Management ? Implement approved IT?s policies, processes, procedures and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled manner ? Contribute to the identification of opportunities for continuous improvement of systems, processes and practices taking into account leading practices, improvement of business processes, cost reduction and productivity improvement ? Support in monitoring day-to-day activities to ensure compliance with stipulated policies and procedures 2. People Management ? Supervise, guide and assist direct reports to perform their daily activities in accordance with the policies and procedures ? Actively participate in on-the-job training, mentoring and coaching of direct reports ? Generate commitment, motivation and enthusiasm to team goals, and guide team members through periods of change or uncertainly ? Provide clear direction, prioritize tasks, assign and delegate responsibility and monitor the workflow ? Provide opportunities for team members to suggest, participate in and contribute to improvement, innovation and knowledge sharing initiatives ? Ensure the team complies with the company?s values, policies, processes and systems 3. Business Partnership ? Establish strong relationships with the company?s different functions, to understand their IT related needs and enhance business performance ? Work with the company?s different functions to assist in the improvement of current systems and ensure systems are fully functional ? Present and translate the design of IT Solutions and Services to customers, to ensure t meeting their business needs 4. IT support Management ? Monitor day to day technical support, which encompasses all troubleshooting, customer service issues and installations. ? Supervise requests regarding hardware, software, network, accounts or file server needs from various sources (e.g. helpdesk tickets, e-mail, telephone) for the purpose of providing immediate solutions and/or referring issues to technicians or other available technology resources as necessary. ? Supervise the Troubleshoot, diagnose and resolve Enterprise Systems (POS, etc.) hardware configuration, application software, security, firmware and connectivity issues. ? Oversee the Deployment of new employees? desktops, laptops and / or printers with configurations including software upgrade testing, packaging, imaging and deployments. ? Reviews requests periodically for the purpose of analysing the various needs in the areas of IT support. ? Provides reports to IT director Support Supervisor regarding requests pending and completed for the purpose of ensuring adequate levels of support are being provided in a timely manner. ? Attain and maintain highest levels of customer service and satisfaction ? Maintain good customer relations and service at all times. 5. Other ? Perform other duties as assigned. Education and Experience: Education: ? Bachelor Degree in Computer Science / Information Systems, or equivalent (Essential) Experience: ? At least 7 years of full-time work experience in technical support domain, 3 years in supervisory role ? Advance knowledge and hands-on experience in managing and administering service management desk ? ticketing system (Essential) ? IT IL certificate (Optional)

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