Sr. IT Support

Key Responsibilities

IT Support Operations

• Oversee and manage daily IT support activities, including hardware, software, and network troubleshooting
• Ensure timely resolution of technical issues and service requests in line with SLAs
• Act as an escalation point for complex technical concerns

People Management

• Supervise, mentor, and support IT support staff to ensure high performance and service quality
• Conduct regular performance evaluations, coaching, and training sessions
• Assign tasks, manage workloads, and ensure proper team coverage

Systems & Infrastructure Support

• Monitor and maintain IT systems, networks, and infrastructure to ensure optimal performance and security
• Support system upgrades, implementations, and integrations
• Manage user accounts, access controls, and system configurations

Administrative & Documentation

• Maintain accurate documentation of IT processes, systems, and troubleshooting procedures
• Prepare reports on IT support performance, incidents, and system status
• Manage IT inventory, asset tracking, and procurement of IT equipment

Process Improvement & Compliance

• Identify areas for process improvement and implement best practices in IT support
• Ensure compliance with company policies, IT standards, and security protocols
• Support audits and ensure proper documentation and controls are in place

Stakeholder & Vendor Management

• Collaborate with internal departments to understand IT needs and provide appropriate solutions
• Coordinate with external vendors and service providers for IT-related services and support
• Ensure service quality and timely delivery from third-party providers

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or any related field
• At least 5 years of experience in IT support, with experience in a supervisory or leadership role
• Strong technical knowledge of hardware, software, networking, and systems administration
• Experience with IT service management tools (e.g., ticketing systems)

Preferred Skills

• Knowledge of ITIL processes and best practices
• Experience in system implementation and project coordination
• Familiarity with cybersecurity practices and data protection
• Strong troubleshooting and analytical skills