Junior IT Support Supervisor

14 hours ago

Midrand, South Africa Fidelity Services Group Full time

**Position Title: Junior IT Support Supervisor - Midrand**

**Division: IT Operations**

**Reports to: IT Operations Manager**

**Primary Objective**:
**Position Requirements**:

- Own reliable transport is essential for site visits.
- Willingness to work standby, overtime, and shifts as required.

**Qualifications**:

- Matric Certificate.
- CompTIA A+ and Network+.
- MCP (Microsoft Certified Professional) in a relevant area.
- ITIL Foundation (advantageous).
- Proven experience in field service or helpdesk support.
- Leadership training or supervisory experience (preferred).

**Key Responsibilities**:

- Supervise and support a team of desktop support technicians, ensuring efficient task delegation and performance monitoring.
- Provide hands-on technical support during field visits or dispatches.
- Coordinate and manage the installation, repair, maintenance, and testing of IT assets across various locations.
- Act as the first escalation point for complex technical issues and ensure timely resolution.
- Monitor service desk performance and ensure compliance with SLAs.
- Conduct regular team meetings, provide coaching and mentorship, and support staff development.
- Generate and review service reports, analyze trends, and recommend improvements.
- Maintain accurate documentation of processes, incidents, and resolutions.
- Foster collaboration within the IT team and across departments.
- Build and maintain strong relationships with internal stakeholders and end-users.
- Ensure adherence to company policies, procedures, and safety protocols.

**Knowledge and Experience**:

- 3-7 years in IT support, with at least 1-2 years in a leadership or mentoring role.
- Strong knowledge of:

- PC hardware and peripherals.
- Networking fundamentals.
- Operating Systems: Windows, macOS, Linux, iOS, Android.
- Microsoft Office Suite (2010-O365).
- Ability to manage multiple priorities and lead a team in a fast-paced environment

**Key Result Areas (KRAs) and Key Performance Indicators (KPIs)**:

- Team Leadership & Staff Development
- Conduct performance reviews and provide feedback.
- Mentor junior technicians and support their growth.
- Customer Service Excellence
- Maintain a user satisfaction rating of 90% or greater.
- Call Management & SLA Compliance First Call Resolution:
- 90%
- SLA Compliance: Priority 1 Calls:
- 95% Priority 2 Calls:
- 95% Priority 3 Calls:
- 92% Priority 4 Calls:
- 92%

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