IT Technical Support Supervisor job at Nation Media Group (NMG) | Apply Now

• Supervise and mentor a team of service desk analysts, systems administrator and network administrator/engineers providing guidance and performance feedback.

• Coordinate training and development to enhance technical skills and service quality.

• Schedule shifts and manage team resources to ensure adequate support coverage.

• Oversee day-to-day technical support operations, ensuring timely response and resolution of incidents and requests and ensure agreed targets are met and appropriate qualitative standards are achieved

• Implement and monitor service-level agreements (SLAs) to meet organizational requirements.

• Implement methodologies to improve first and second call resolution.

• Act as an escalation point for complex technical issues.

• Design and develop an enhanced reporting structure which ensures the early identification of

• product faults and ensures minimum risk to the business.

• Coordinate maintenance, updates, and patch management for systems, hardware, and software.

• Ensure security and compliance by implementing best practices for data protection and network integrity.

• Collaborate with other IT teams to plan and execute technology upgrades and deployments.

• Conduct regular network assessments, performance tuning, and security audits to identify and mitigate potential vulnerabilities.

• Implement firmware and software updates for routers, switches, firewalls, and other network appliances to maintain optimal security and functionality.

• Perform backup and disaster recovery testing for critical network configurations to ensure business continuity and resilience.

• Maintain redundancy and failover systems to prevent network outages, including load balancing, high-availability configurations, and disaster recovery planning.

• Work with ISPs and telecom providers to optimize external connectivity, ensuring sufficient bandwidth and minimal latency.

• Monitor and analyze network traffic patterns and logs to proactively detect and resolve bottlenecks, unauthorized access attempts, and anomalies.

• Maintain up-to-date network topology diagrams and documentation, ensuring proper configuration records for troubleshooting and future scaling.

• Ensure compliance with industry standards, data privacy laws, and security frameworks

Performance Monitoring and Reporting

• Track key performance indicators (KPIs) to measure team performance and service effectiveness.

• Generate regular reports on support metrics, incident trends, and service quality.

• Provide insights and recommendations to management for continued service improvement.

• Liaise with other departments to understand and address IT needs and service requirements.

• Communicate technical information effectively to non-technical users and stakeholders.

• Support IT initiatives by aligning technical services with broader organizational goals.

• Develop, implement, and update technical support processes, policies, and procedures.

• Maintain accurate documentation for troubleshooting steps, standard operating procedures, and knowledge base articles.

• Identify areas for service improvement and efficiency, recommending and implementing solutions.

• Inventory tracking and management: Maintain an accurate inventory of IT assets, including hardware, software, and licenses. Update asset records to reflect changes in ownership, status, and location.

• Oversee the deployment of assets, ensuring proper configuration and alignment with company standards.

• Coordinate installations, upgrades, and reassignments as necessary.

• Ensure assets are configured securely and documented accurately.

• Conduct regular audits to verify asset inventory, status, and location.