Job Summary
Itecnologies IT Services Ltd is seeking a proactive and experienced Technical Support Supervisor to lead our technical support team while ensuring exceptional service delivery for clients and end users. This role is ideal for an experienced IT support professional with strong leadership skills who can oversee daily support operations, mentor technicians, improve service quality, and ensure timely resolution of technical issues across hardware, software, networks, and cloud-based systems.
What You'll Do
- Supervise the day-to-day operations of the technical support team.
- Monitor service desk performance and ensure support requests are resolved within agreed service levels (SLAs).
- Provide technical guidance and escalation support for complex IT issues.
- Coach, mentor, and develop technical support analysts and engineers.
- Allocate workloads, manage schedules, and optimise team productivity.
- Maintain high standards of customer service and client satisfaction.
- Troubleshoot hardware, software, operating system, network, cloud, and user account issues.
- Collaborate with infrastructure, cybersecurity, systems, and project teams to resolve technical incidents.
- Produce performance reports, support metrics, documentation, and process improvement recommendations.
- Identify opportunities to improve support workflows, knowledge bases, automation, and operational efficiency.
- Ensure compliance with IT policies, security procedures, and industry best practices.
Requirements
- Experience in technical support, IT service desk, help desk, desktop support, systems administration, IT operations, or a related field is preferred.
- Previous supervisory, team leader, or senior technical support experience is highly desirable.
- Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, networking fundamentals, hardware support, and cloud technologies.
- Familiarity with ITSM platforms, ticketing systems, remote support tools, and service management frameworks.
- Excellent troubleshooting, analytical, communication, and customer service skills.
- Ability to prioritise multiple technical issues while leading a fast-paced support team.
- Experience using Microsoft Office, IT monitoring tools, reporting platforms, and knowledge management systems.
- Relevant IT certifications such as CompTIA, Microsoft, ITIL, Cisco, or equivalent are advantageous.
- Applicants with strong technical leadership and IT support experience are encouraged to apply.
Why Work With Us
- Competitive salary package.
- Supportive and collaborative working environment.
- Career progression into IT management and leadership roles.
- Ongoing technical training and professional certification support.
- Opportunity to work with diverse technologies and business clients.
Pay: £3,200.00-£5,000.00 per month
Benefits:
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- Health & wellbeing programme
- Private medical insurance
Work Location: In person
