IT Technical Support Supervisor

Job Description

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Job Purpose

This position exist to take full responsibility of overall management of Technical Support team.
Plan, develop ,execute and monitor its activities and related systems by optimum resources at efficient cost. Deliver as per company quality standards.
Manage the risks and opportunities to bring the sub sections to a further step.

Key Accountability Areas
Operations Management: 

• Day to day service operations using best practices and frameworks (ITIL, MoF, Run SAP) to manage incident, problem management.

Availability Management:

• Implement Group IT policies and processes to ensure physical support available for end user within the site (s) in addition to remote support in line with agreed SLA.

Meetings and Reviews: 

• SLA meetings and reviews with Service Delivery manager, staff, and internal customers.

Capacity Planning: 

• Implement tactical plans to ensure support services, communication, DC capacity meets demands for current and future demand.

Procurement: 

• Review RFP bid proposals, contracts, Statements of Work and other documentation for communication and DC complex tasks and projects.

Research and Development:

• Conduct research and make recommendations based on end user needs.
• Conduct periodic staff performance reviews and objective setting exercises as per Group IT requirements.
• Provide technical advice to Service Centre staff.

Role Accountability

HR Proficiency:

Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
Ability to recognize low performers and guide them to improve or release them.
Ability to treat subordinates equally without any discrimination.
Assessment criteria of subordinates is performance that leads to planned results.
Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
Able to anticipate problems and make the necessary proactive steps to prevent them
Ability to take necessary and proper timely decisions.

Delivery:

Deliver the required results in timely manner with required quality and cost.
Making a Tangible Difference:
Must make a tangible difference to his area of operation. and exceed business expectations.

Business Planning and Performance:

Able to transform the corporate goals into business plans.
Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.
Provide periodic work progress reports.
Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

Organizational Development:

Develop the organizational structure according to the current requirements taking into consideration future and development plans.
Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
Promote the automated systems and using them fully, to spread its culture.

Quality:

Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification
Bachelor Degree in Computer Science

Work Experience
5 to 10 Years

Technical / Functional Competencies
Data Security Encryption Tools/Techniques
Emerging Network Technology
Help Desk Technologies
New Technology Research
Production Technical Writing
Technical Tools and Products
Technology Industry Knowledge
Technology Platforms