About

• Description
• The IT Supervisor will lead and manage a team of IT professionals, ensuring the smooth and efficient operation of the IT department. This key leadership position is responsible for overseeing daily IT operations, coordinating IT projects, and ensuring that both internal stakeholders and customers receive top-tier service.
• Requirements

Job Responsibilities

• Supervise and mentor IT Leads and Technicians handling Level 1–3 support tickets.
• Manage daily task assignments, ensuring balanced workloads and timely resolution.
• Conduct regular performance reviews, training, and coaching sessions.
• Serve as escalation point for complex or high-priority technical issues.
• Support recruitment, onboarding, and training of new IT team members.
• Oversee helpdesk operations and ticket response and resolution.
• Maintain and optimize IT systems including networks, servers, workstations, printers, and mobile devices.
• Manage IT asset lifecycle — procurement, deployment, tracking, and decommissioning.
• Ensure system integrity and security through regular patching, monitoring, and compliance checks.
• Coordinate and execute IT projects including rollouts, migrations, and integrations.
• Document procedures, SOPs, and technical workflows.
• Evaluate and recommend process improvements, tools, and automation opportunities.
• Manage vendor relationships and service contracts for software, hardware, and connectivity.
• Track KPIs for service efficiency, uptime, and resource utilization.
• Assist the IT Manager in implementing long-term IT strategies and initiatives.
• Support system audits, cybersecurity assessments, and compliance reporting.
• Provide technical input in technology budgeting and planning.
• Act as secondary in command during IT Manager’s absence, ensuring continuity of operations.

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of progressive IT experience with at least 2 years in a supervisory or lead role.
• Strong understanding of networks, system administration, cybersecurity, and helpdesk workflows.
• Experience with ERP systems (NetSuite preferred), MDM tools, and cloud platforms (Microsoft 365, Google Workspace).
• Excellent leadership, communication, and problem-solving skills.
• Proven ability to manage multiple projects and priorities in a fast-paced environment

Key Performance Interviews

• SLA Compliance (Response & Resolution Time)
• System Uptime and Network Reliability
• IT Ticket Volume and Closure Rate
• Team Training and Certification Progress
• User Satisfaction Score
• IT Asset Audit Accuracy