IT Helpdesk Supervisor

The IT Supervisor will be responsible for overseeing the daily operations of the IT department within Gearinc. The role involves managing IT staff, ensuring the smooth operation of IT systems, and providing technical support to internal teams and clients. The IT Supervisor will also play a key role in maintaining IT infrastructure, ensuring data security, and assisting in the implementation of new technologies to improve the efficiency and security of BPO operations.

Key Responsibilities:

1. IT Team Supervision:
   • Lead, mentor, and supervise the IT support team, including help desk technicians and system administrators.
   • Assign tasks and ensure timely completion of IT projects and support requests.
   • Conduct regular performance evaluations and provide training to improve team skills.
2. Technical Support:
   • Provide second-level support for escalated IT issues from internal teams and clients.
   • Troubleshoot and resolve complex hardware, software, and network problems.
   • Ensure minimal downtime by implementing proactive monitoring and maintenance schedules for systems and applications.
3. System Maintenance and Upgrades:
   • Oversee the installation, configuration, and maintenance of servers, networks, and IT systems.
   • Ensure that all systems are up to date with the latest patches, firmware, and software updates.
   • Assist in planning and executing system upgrades, including servers, software, and network equipment.
4. Network and Security Management:
   • Monitor network performance and ensure high availability for critical systems and services.
   • Implement and enforce cybersecurity policies to protect the companys IT infrastructure and client data.
   • Collaborate with the IT Manager to develop and implement disaster recovery plans and data backup procedures.
5. Client IT Support:
   • Provide technical support for client systems hosted or managed by the company.
   • Coordinate with client IT teams for seamless integration and troubleshooting of outsourced systems or processes.
6. IT Infrastructure Management:
   • Ensure proper functioning of IT infrastructure, including servers, storage, firewalls, routers, and VPN connections.
   • Manage the configuration and maintenance of VoIP systems and other telecommunication tools used by teams.
7. Vendor and Software Management:
   • Liaise with third-party vendors for the procurement, installation, and maintenance of IT equipment and software.
   • Manage software licenses, ensuring compliance with vendor agreements and business requirements.
8. Reporting and Documentation:
   • Maintain accurate records of IT assets, configurations, and licenses.
   • Prepare regular reports on system performance, incidents, and team productivity for the IT Manager and senior management.
   • Ensure proper documentation of processes, procedures, and troubleshooting steps.
9. Process Improvement:
   • Continuously assess and identify opportunities to improve IT processes, enhance system performance, and increase operational efficiency.
   • Work with the IT Manager to implement new technologies that align with the companys goals.