Apply for IT Support Supervisor Job On Vita CV
IT Support Supervisor
Job Posted: 25 days ago
Salary: £ 35,000/Annum
Job Type: Permanent
Location: M5, Salford, Greater Manchester
Expire in: 2 days
Job Description
We are looking for a proactive and experienced IT Support Supervisor to lead my clients internal IT support team, providing oversight and guidance to ensure efficient technical support to the organization. This role involves supervising a shift-based team, working within the operational hours of 8:00 AM to 6:00 PM. The ideal candidate will have strong leadership skills, technical expertise, and experience in managing a dynamic team to deliver excellent IT support services. You will be responsible for maintaining high service levels, ensuring timely issue resolution, and fostering a customer-focused support environment.
Key Responsibilities:
* Team Leadership & Supervision: Lead and supervise a team of IT support staff, ensuring smooth operations and timely resolution of support requests across the shift. Provide guidance, mentorship, and performance feedback to team members.
* Shift Scheduling & Resource Management: Manage the shift schedule for the IT support team to ensure adequate coverage between 8:00 AM and 6:00 PM.
* Incident & Request Management: Oversee and prioritize the team’s incident and service request tickets, ensuring they are handled within agreed-upon Service Level Agreements (SLAs) and company standards.
* Technical Support & Escalation: Provide advanced technical support to resolve more complex IT issues. Ensure that escalated problems are addressed promptly and effectively, working closely with other departments or Network Engineers as needed.
* Training & Development: Identify training needs and opportunities for team members. Provide coaching and on-the-job training to enhance technical skills and improve overall support quality.
* Process Improvement: Ensure that the team follows best practices and established processes. Contribute to ongoing improvements in workflows, procedures, and knowledge base content.
* Customer Service Focus: Ensure excellent customer service by addressing end-user concerns professionally, effectively communicating technical information, and striving for high levels of satisfaction.
* Collaboration: Work closely with other IT teams (e.g., Network, Security etc.) to resolve issues and implement improvements. Foster a collaborative and supportive team environment.
Skills and Qualifications:
* Proven experience as an IT Support Supervisor or in a similar leadership role within an internal IT team.
* Strong technical background, including proficiency in desktop and server environments, networking, Operating Systems (Windows and Android) and troubleshooting hardware/software issues.
* Familiarity with IT Service Management (ITSM) tools, ticketing systems (e.g., ServiceNow, Jira, Zendesk), and remote desktop support tools.
* Ability to lead a team, motivate staff, and manage performance in a dynamic, shift-based environment.
* Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical users.
* Strong organizational and multitasking skills, with the ability to prioritize tasks effectively.
* Experience in implementing and maintaining ITIL practices or other service management frameworks is highly desirable.
* Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL Foundation) are desirable.
* Ability to work independently as well as part of a collaborative team.
* Flexibility to adapt to changing business needs and provide coverage as requiredBefore You Apply
Do not include the following in your job application, CV, or cover letter:
- Bank details.
- National Insurance number.
- Date of birth.
You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.
© Vita CV: Registered in England and Wales (16187919).