About the Role:
At Drive Solution Colombia Ltd, we support businesses by keeping their technology reliable, secure, and easy to use. Our clients depend on fast response times, clear communication, and practical solutions, so we are looking for a Technical Support Supervisor who can lead a support team with confidence and professionalism.
This role is ideal for someone who understands both people and technology. You will supervise day-to-day support operations, guide technical support staff, handle escalated issues, and make sure users receive a smooth and professional service experience. You are not just solving tickets; you are helping build a stronger, more dependable support function.
Key Responsibilities:
Team Supervision: Lead and support the technical support team, assign tasks, monitor performance, and make sure daily support requests are handled efficiently.
Ticket Management: Oversee service desk queues, prioritize urgent issues, track resolution times, and ensure tickets are properly updated and closed.
Escalation Support: Handle more complex technical issues and provide guidance to team members when problems require a higher level of experience.
User Support: Assist staff and clients with hardware, software, network, account access, and system-related issues.
Process Improvement: Identify recurring problems, suggest improvements, and help create better support procedures and documentation.
Quality Control: Review support interactions, check ticket accuracy, and ensure the team maintains a professional and helpful standard of service.
Reporting: Prepare basic reports on ticket volumes, response times, unresolved issues, and team performance for management review.
Coordination: Work with IT managers, vendors, and internal departments to resolve technical issues and improve service delivery.
What We Are Looking For:
Experience: Previous experience in technical support, service desk, IT support, or a similar role, with some experience supervising or guiding a small team.
Technical Knowledge: Good understanding of Windows systems, Microsoft 365, user accounts, hardware troubleshooting, printers, basic networking, remote support tools, and ticketing systems.
Leadership Skills: Able to guide a team, give clear instructions, support junior staff, and keep work organized during busy periods.
Communication: Strong written and verbal communication skills, with the ability to explain technical issues in a simple and professional way.
Problem Solving: Able to stay calm under pressure, investigate issues properly, and choose practical solutions.
Organization: Comfortable managing multiple tickets, priorities, and deadlines while maintaining service quality.
Mindset: Reliable, patient, professional, and focused on delivering excellent technical support to users and clients.
Pay: £3,600.00-£4,000.00 per month
Work Location: In person
