IT Supervisor

About the role

Serve as the primary escalation point for handling complex or controversial technical inquiries. Support technical staff by providing first-line assistance during high-volume periods or for issues requiring advanced expertise. Represent the Service Desk in organizational meetings and maintain regular liaison with senior management.

Key responsibilities

• Serve as the primary escalation point for handling complex or controversial technical inquiries

• Support technical staff by providing first-line assistance during high-volume periods or for issues requiring advanced expertise

• Conduct briefings for Service Desk personnel regarding system deployments or changes likely to impact call volumes

• Represent the Service Desk in organizational meetings and maintain regular liaison with senior management

• Generate comprehensive performance reports for platforms including Beatroute, Freshdesk, Google Workspace, and SAP

• Collaborate with the IT Manager to review and optimize technical processes and systems

• Formulate, implement, and maintain internal company IT policies and procedural frameworks

• Manage the complete IT Asset lifecycle and supervise the procurement analyst team

• Administer software licensing for key enterprise applications such as SAP, Beatroute, QuickBooks, Google Workspace, and Freshservice

• Coordinate staff training initiatives and awareness sessions while driving continuous process improvements