Job Responsibilities
- Lead and manage a team of IT support personnel during assigned shifts.
- Provide guidance, coaching, and mentorship to team members, fostering a positive and collaborative work environment.
- Oversee the resolution of technical issues reported or escalated by end-users.
- Coordinate and manage IT resources and staff during assigned shifts to meet service level agreements and operational goals.
- Document and report incidents, including root cause analysis, to facilitate continuous improvement.
- Identify training needs within the team and coordinate training sessions to enhance technical skills and knowledge, whilst working with the rest of the management layers and collaborating on needed staff development.
- Manage quality department escalations.
Experience Requirements
6 years Desktop support experience essential.
Shift supervisor experience within an IT Call centre essential.
Experience working with Active Directory and MS Exchange.
Knowledge of networking.
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