IT technician Supervisor

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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.

• 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.