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Technical Support Supervisor

Nation Media Group

Nairobi,Kenya

Closing: Sep 27, 2023

Closing today

Published: Sep 20, 2023 (7 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

Qualification required:

Degree in Information Technology, Computer Science, or a related field

2+ years supervisory experience

Proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.

Microsoft Certification (MCSE or MCITP)

ITIL or ITSM Certification.

Proficiency in using service desk software and ticketing systems.

Responsibilities

Qualification required:

Degree in Information Technology, Computer Science, or a related field

2+ years supervisory experience

Proven experience in a technical support role, including previous experience as a Service Desk Analyst or related field.

Microsoft Certification (MCSE or MCITP)

ITIL or ITSM Certification.

Proficiency in using service desk software and ticketing systems.

Team Leadership: Supervise, mentor, coach and regularly appraise a team of Service Desk Analysts and system administrators.
Operational Efficiency: Oversee the operational efficiency and quality of the team's incident response, including their day-to-day administration, Service Level Agreement (SLA) Compliance and user communication.
Time Management: Developing the team's work and leave schedules
Documentation and Knowledge Management: Maintain a knowledge base with solutions to common issues and best practices. Ensure that Service Desk Analysts contribute to and utilize the knowledge base effectively.
Reporting and Analytics: Generate reports on service desk performance, including ticket volumes, resolution times, and user satisfaction. Analyze data to identify trends and opportunities for improvement.
Vendor and Supplier Management: Manage relationships with IT vendors and service providers related to tools and technologies used within NMG.
Continuous Improvement: Identify areas for process improvement and efficiency gains within the service desk. Implement improvements and best practices to enhance service delivery.

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