Technical Support Supervisor

Description

Job Summary: We are seeking a Technical Support Supervisor to lead the IT team, ensure operational continuity, service quality, and adherence to defined service level agreements. Key Highlights: 1. Lead and develop a technical support team. 2. Manage incidents, requests, and critical escalations. 3. Implement improvements in support processes and procedures. Job Description We are seeking a **Technical Support Supervisor** to lead the IT support team, ensuring operational continuity, service quality, and compliance with established service level agreements. Responsibilities * Supervise, coordinate, and develop the **technical support team**. * Manage incidents, requests, and escalation of critical cases. * Monitor **SLAs, response times, resolution times, and user satisfaction**. * Assign and prioritize tickets based on impact and urgency. * Implement improvements in support processes and procedures. * Coordinate with Infrastructure, Networking, Security, and other IT teams. * Generate performance reports and present management metrics. * Ensure compliance with security policies and technological standards. * Train the team and promote best practices in customer service and technical support. Requirements and Qualifications * Technical or university degree in **Computer Science, Information Systems, Computing, Networking**, or related field. * Knowledge of **Windows, Microsoft 365, networking, hardware, and troubleshooting**. * Experience with **Service Desk, ticketing tools, and SLA management**. * Familiarity with **Active Directory, Azure/Entra ID, and remote support** is desirable. * Leadership, communication, and problem-solving skills. * Service orientation, organizational skills, and ability to work under pressure. Salary: $1\.900\.000 per month Workplace: On-site employment