IT Technical Support Supervisor
2025-04-21T07:05:02+00:00
Nation Media Group
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https://www.www.nationmedia.com
FULL_TIME
kampala
Kampala
00256
Uganda
Information Technology
Computer & IT
2025-05-02T17:00:00+00:00
Uganda
8
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 IT needs and enhance user experience.
MAIN RESPONSIBILITIES:
- Supervise and mentor a team of service desk analysts, systems administrators and network technicians/engineers providing guidance and performance feedback.
- Monitor the service desk team to ensure issues are adequately resolved in a timely manner and manage team resources to ensure adequate support coverage.
- Provide guidance and technical support in the ongoing setup, maintenance, and resolution of incidents and requests and ensure agreed targets are met and appropriate qualitative standards are achieved.
- Implement and monitor service-level agreements (SLAs) to meet organizational requirements.
- Implement methodologies to improve first and second call resolution.
- Act as an escalation point for complex technical issues.
- Design and develop an enhanced reporting structure which ensures the early identification of faults and ensures minimum risk to the business.
- Coordinate maintenance, updates, and patch management for systems, hardware, and software.
- Ensure security and compliance by implementing best practices for data protection and network integrity.
- Collaborate with other IT teams to plan and execute technology upgrades and deployments.
- Conduct regular network assessments, performance tuning, and security audits to identify and mitigate potential vulnerabilities.
- Implement firmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal speed and functionality.
- Perform backup and disaster recovery testing for critical network configurations to ensure business continuity and resilience.
- Maintain redundancy and failover systems to prevent network outages, including load balancing, high-availability configurations, and disaster recovery planning.
- Work with ISPs and telecom providers to optimize external connectivity, ensuring sufficient bandwidth and minimal latency.
- Monitor and analyze network traffic patterns and logs to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies.
- Maintain up-to-date network topology diagrams and documentation of all network and proper configuration records for troubleshooting and future scaling.
- Ensure compliance with industry standards, data privacy laws, and security frameworks.
Performance Monitoring and Reporting:
- Track key performance indicators (KPIs) to measure team performance and service effectiveness.
- Generate regular reports on support metrics, incident trends, and service quality.
- Provide insights and recommendations to management for continued service improvement.
- Liaise with other departments to understand and address IT needs and service requirements.
- Communicate technical information effectively to non-technical users and stakeholders.
- Support IT initiatives by aligning technical services with broader organizational goals.
- Develop, implement, and update technical support processes, policies, and procedures.
- Maintain accurate documentation for troubleshooting steps, standard operating procedures, and technical knowledge bases.
- Identify areas for service improvement and efficiency, recommending and implementing solutions.
- IT asset tracking and management: Maintain an accurate inventory of IT assets, including hardware, software, and licenses. Update asset records to reflect changes in ownership, status, and location.
- Oversee asset disposal processes, ensuring proper configuration and alignment with organizational standards.
- Coordinate installations, upgrades, and reassignments as necessary.
- Ensure that all equipment is securely and correctly disposed.
- Conduct regular audits to verify asset inventory, status, and location.
Qualifications and Experience:
Academic: Bachelor’s Degree in Information Technology, Computer Science, or its equivalent from a recognized institution.
Professional: Microsoft certification (MCSE or MCITP), ITSM or ITIL v4 Certification, Cisco Certification (CCNA or CCNP)
Experience: At least 2 years of experience in a supervisory role, proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.
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 and manage multiple priorities.
- Customer-focused with a commitment to providing exceptional service.
Supervise and mentor a team of service desk analysts, systems administrators and network technicians/engineers providing guidance and performance feedback. Monitor the service desk team to ensure issues are adequately resolved in a timely manner and manage team resources to ensure adequate support coverage. Provide guidance and technical support in the ongoing setup, maintenance, and resolution of incidents and requests and ensure agreed targets are met and appropriate qualitative standards are achieved. Implement and monitor service-level agreements (SLAs) to meet organizational requirements. Implement methodologies to improve first and second call resolution. Act as an escalation point for complex technical issues. Design and develop an enhanced reporting structure which ensures the early identification of faults and ensures minimum risk to the business. Coordinate maintenance, updates, and patch management for systems, hardware, and software. Ensure security and compliance by implementing best practices for data protection and network integrity. Collaborate with other IT teams to plan and execute technology upgrades and deployments. Conduct regular network assessments, performance tuning, and security audits to identify and mitigate potential vulnerabilities. Implement firmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal speed and functionality. Perform backup and disaster recovery testing for critical network configurations to ensure business continuity and resilience. Maintain redundancy and failover systems to prevent network outages, including load balancing, high-availability configurations, and disaster recovery planning. Work with ISPs and telecom providers to optimize external connectivity, ensuring sufficient bandwidth and minimal latency. Monitor and analyze network traffic patterns and logs to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies. Maintain up-to-date network topology diagrams and documentation of all network and proper configuration records for troubleshooting and future scaling. Ensure compliance with industry standards, data privacy laws, and security frameworks
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 and manage multiple priorities. Customer-focused with a commitment to providing exceptional service.
Academic: Bachelor’s Degree in Information Technology, Computer Science, or its equivalent from a recognized institution. Professional: Microsoft certification (MCSE or MCITP), ITSM or ITIL v4 Certification, Cisco Certification (CCNA or CCNP) Experience: At least 2 years of experience in a supervisory role, proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.
JOB-6805ee1edfa2d
Vacancy title:
IT Technical Support Supervisor
[Type: FULL_TIME, Industry: Information Technology, Category: Computer & IT]
Jobs at:
Nation Media Group
Deadline of this Job:
Friday, May 2 2025
Duty Station:
kampala | Kampala | Uganda
Summary
Date Posted: Monday, April 21 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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 IT needs and enhance user experience.
MAIN RESPONSIBILITIES:
- Supervise and mentor a team of service desk analysts, systems administrators and network technicians/engineers providing guidance and performance feedback.
- Monitor the service desk team to ensure issues are adequately resolved in a timely manner and manage team resources to ensure adequate support coverage.
- Provide guidance and technical support in the ongoing setup, maintenance, and resolution of incidents and requests and ensure agreed targets are met and appropriate qualitative standards are achieved.
- Implement and monitor service-level agreements (SLAs) to meet organizational requirements.
- Implement methodologies to improve first and second call resolution.
- Act as an escalation point for complex technical issues.
- Design and develop an enhanced reporting structure which ensures the early identification of faults and ensures minimum risk to the business.
- Coordinate maintenance, updates, and patch management for systems, hardware, and software.
- Ensure security and compliance by implementing best practices for data protection and network integrity.
- Collaborate with other IT teams to plan and execute technology upgrades and deployments.
- Conduct regular network assessments, performance tuning, and security audits to identify and mitigate potential vulnerabilities.
- Implement firmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal speed and functionality.
- Perform backup and disaster recovery testing for critical network configurations to ensure business continuity and resilience.
- Maintain redundancy and failover systems to prevent network outages, including load balancing, high-availability configurations, and disaster recovery planning.
- Work with ISPs and telecom providers to optimize external connectivity, ensuring sufficient bandwidth and minimal latency.
- Monitor and analyze network traffic patterns and logs to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies.
- Maintain up-to-date network topology diagrams and documentation of all network and proper configuration records for troubleshooting and future scaling.
- Ensure compliance with industry standards, data privacy laws, and security frameworks.
Performance Monitoring and Reporting:
- Track key performance indicators (KPIs) to measure team performance and service effectiveness.
- Generate regular reports on support metrics, incident trends, and service quality.
- Provide insights and recommendations to management for continued service improvement.
- Liaise with other departments to understand and address IT needs and service requirements.
- Communicate technical information effectively to non-technical users and stakeholders.
- Support IT initiatives by aligning technical services with broader organizational goals.
- Develop, implement, and update technical support processes, policies, and procedures.
- Maintain accurate documentation for troubleshooting steps, standard operating procedures, and technical knowledge bases.
- Identify areas for service improvement and efficiency, recommending and implementing solutions.
- IT asset tracking and management: Maintain an accurate inventory of IT assets, including hardware, software, and licenses. Update asset records to reflect changes in ownership, status, and location.
- Oversee asset disposal processes, ensuring proper configuration and alignment with organizational standards.
- Coordinate installations, upgrades, and reassignments as necessary.
- Ensure that all equipment is securely and correctly disposed.
- Conduct regular audits to verify asset inventory, status, and location.
Qualifications and Experience:
Academic: Bachelor’s Degree in Information Technology, Computer Science, or its equivalent from a recognized institution.
Professional: Microsoft certification (MCSE or MCITP), ITSM or ITIL v4 Certification, Cisco Certification (CCNA or CCNP)
Experience: At least 2 years of experience in a supervisory role, proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.
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 and manage multiple priorities.
- Customer-focused with a commitment to providing exceptional service.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
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