Summary
Date Posted: Friday, February 21 2025, Base Salary: Not Disclosed

JOB DETAILS:
Media of Africa for Africa
Nation Media Group is Uganda's most influential media house, operating NTV, the biggest and most popular English-language television station and Spark TV, the first female-focused television station in Uganda. It also operates the Daily Monitor, Saturday Monitor, Sunday Monitor and The East African Newspapers, 93.3 KFM, 90.4 Dembe FM and Nation Courier service.
We are looking for a qualified, experienced, and result-oriented professional to fill the following vacancy.
Job Title: IT Technical Support Supervisor
Reports to: IT & Digital Service Manager
Department: ICT

JOB PURPOSE:
The role oversees the daily operations of technical support teams, ensuring efficient delivery of IT services, troubleshooting, and maintenance. The incumbent leads and trains team members, manages incident resolution, and implements service improvements to support organizational objectives.

MAIN RESPONSIBILITIES:
• Supervise and mentor a team of service desk analysts, systems administrators, and network administrators/engineers, providing guidance and performance feedback.
• Coordinate training and development to enhance technical skills and service quality.
• Schedule shifts and manage team resources to ensure adequate support coverage.
• Oversee day-to-day technical support operations, ensuring timely response and resolution of incidents and issues.
• Implement and monitor service-level agreements (SLAs) to meet organizational requirements.
• Develop and maintain an enhanced reporting structure to ensure early identification of product faults and prevent business risk.
• Coordinate maintenance, updates, and patch management for systems, hardware, and software.
• Collaborate with other IT teams to plan and execute technology upgrades and deployments.
• Conduct regular network assessments, audits, and security checks to identify and mitigate vulnerabilities.
• Implement firmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal security and functionality.
• Perform backup and disaster recovery testing and reconfiguration to ensure business continuity and resilience.
• Maintain redundancy and failover systems to prevent network outages.
• Work with ISPs and telecom providers to optimize external connectivity, ensuring sufficient bandwidth with minimal latency.
• Monitor and analyze network traffic patterns and log data to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies.
• Maintain up-to-date network topology documentation, providing clear and accurate configurations for troubleshooting.
• Ensure compliance with industry standards, data privacy laws, and security frameworks.
Performance Monitoring and Reporting:
• Track key performance indicators (KPIs) to measure team performance.
• Generate regular reports on support metrics, incident trends, and service quality.
• Liaise with other departments to address IT needs and requirements.

Qualifications and Experience:
Academic: Bachelor's Degree in Information Technology, Computer Science, or its equivalent from a recognized institution.
Professional: Microsoft certification (MCSE or MCTIP), ITSM or ITIL V4 Certification, Cisco Certification (CCNA or CCNP).
Experience: At least 2 years of experience in a supervisory role, proven experience in technical support, and previous experience as a Service Desk Analyst or related role.
Core Competencies:
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset and the ability to use data for decision-making.
• Ability to work in a fast-paced environment.

If you believe you are the ideal candidate, please submit your application, detailed CV, and academic documents with a daytime telephone number as one PDF document. Submit your application to the HR Manager-MUG at:
[Link provided in image]
Deadline: 6th March 2025
Please note that only shortlisted candidates will be contacted.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

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