Position Summary
Responsible for overseeing daily IT support operations, managing the support/helpdesk team, ensuring service delivery standards are achieved, and maintaining operations across ticket management, patching, reporting, and IT governance processes.
Key Responsibilities
1. Team Leadership & Management
- Supervise the IT Support/Helpdesk team.
- Assign workloads and manage daily operations
- Conduct regular team briefings and operational reviews.
- Mentor and coach support staff to improve technical and customer service skills.
- Manage staff scheduling, leave coordination, and shift planning where applicable.
2. IT Support Operations
- Oversee incident, service request, and escalation management.
- Ensure tickets are logged, categorized, prioritized, and resolved within SLA timelines.
- Monitor ticket queues and backlog management.
- Coordinate major incident response and escalation handling.
- Ensure proper documentation of troubleshooting and resolution steps.
- Improve support processes and workflows for operational efficiency.
3. KPI & SLA Management
- Monitor and ensure departmental KPIs and SLAs are consistently achieved.
- Track metrics such as: Ticket resolution time, First response time, User satisfaction, Escalation rates, System uptime, Patch compliance
- Prepare action plans for KPI improvement when targets are not met.
- Present operational performance updates to management.
4. Patch & System Maintenance Management
- Coordinate OS, software, antivirus, and security patch management activities.
- Ensure patch deployment schedules are maintained with minimal operational disruption.
- Monitor patch compliance and remediation status.
- Coordinate with infrastructure, security, and application teams when necessary.
- Ensure maintenance windows and change management procedures are followed.
5. Reporting & Documentation
- Prepare weekly and monthly operational reports.
- Generate service desk analytics and trend analysis.
- Maintain documentation for - SOPs, Knowledge base articles, IT asset records, Incident reports, Root cause analysis (RCA)
- Provide management with operational insights and recommendations.
6. Process Governance & Quality Assurance
- Ensure compliance with IT policies, SOPs, and security standards.
- Review ticket quality and support performance.
- Conduct periodic audits on ticket handling and documentation.
- Identify gaps and recommend process improvements.
- Participate in IT governance and audit activities where required.
7. Stakeholder & Vendor Coordination
- Coordinate with internal departments regarding support issues and service improvements.
- Liaise with external vendors for hardware, software, warranty, and support matters.
- Manage escalation communications during critical incidents.
Your Profile
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum 2-3 years of experience in a supervisory role.
- Experience with patch management and endpoint management tools.
- Knowledge of IT governance, compliance, and audit requirements.
- Strong leadership and people management skills.
