IT Technician Supervisor

An IT Technician Supervisor is responsible for leading a team of IT technicians, overseeing the day-to-day operations of technical support, ensuring efficient problem resolution, assigning tasks, providing training, and maintaining high standards of service delivery within an organization, while also acting as a point of escalation for complex technical issues; essentially managing the technical support team and ensuring smooth functioning of IT systems and infrastructure.

Key responsibilities may include:

Team Management:

• • Hiring, onboarding, and developing IT technicians.

• • Assigning tasks and managing workload distribution among team members.

• • Performance evaluation and coaching to improve technical skills and service quality.

• • Addressing performance issues and disciplinary actions when necessary.

Technical Support Oversight:

• • Monitoring incoming technical support requests and prioritizing issues.

• • Troubleshooting complex technical problems and providing solutions to users.

• • Escalating critical issues to appropriate IT management when needed.

• • Ensuring timely resolution of user problems within service level agreements (SLAs).

System Administration:

• • Managing and maintaining IT infrastructure including servers, networks, and hardware.

• • Implementing updates and patches to software and operating systems.

• • Monitoring system performance and identifying potential issues.

Policy and Procedure Development:

• • Establishing and enforcing IT support standards and procedures.

• • Documenting technical processes and knowledge base updates.

• • Ensuring compliance with IT security protocols and data privacy regulations.

Project Management:

• • Participating in IT projects, such as hardware upgrades or software implementations.

• • Coordinating with other departments to ensure smooth project execution.

Reporting and Analysis:

• • Tracking key performance indicators (KPIs) related to technical support.

• • Generating reports on service level performance and identifying areas for improvement.