About the Role
We’re looking for an IT Service Supervisor to lead a team of IT Support Specialists and ensure smooth, stable IT operations across all business units.
You’ll be the “air traffic controller” of IT services - keeping systems running, incidents under control, and your team flying in sync.
What You’ll Do
IT Service & Support (40%)
- Provide IT support for top management and business units
- Support new store openings & system rollouts
- Monitor network, core services, and system performance
- Collaborate with system, network, and application teams to resolve incidents
- Handle and escalate user issues & service requests
- Allocate resources for internal & external IT projects
Team Management (40%)
- Plan monthly shift schedules & timesheets (including OT)
- Organize team workload based on priorities and deadlines
- Develop and maintain standard operating procedures (SOPs)
- Monitor team performance to ensure SLA compliance
- Manage and enforce IT policies & procedures
- Conduct performance evaluations
Continuous Improvement (20%)
- Train and coach team members to improve service quality
- Research and implement new technologies
- Build and maintain knowledge base documentation (FAQs, guides, etc.)
- Support other ad-hoc tasks as assigned
Who You’ll Work With
- Internal: IT Teams
- External: Business Units
What We’re Looking For
Qualifications
- Bachelor’s degree in IT / Computer Science or related field
- Certifications: ITIL Foundation, MCSA, CCNA (PMP is a plus)
- Good command of English
Experience
- At least 2 years in a similar role
- Strong skills in:
- Windows administration
- Network & hardware troubleshooting
- IT service operations
- Basic project management
Soft Skills
- Customer-first mindset
- Self-motivated and proactive
- Strong teamwork and communication skills