IT Technical Support Supervisor
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Key skills for this role
About the Role
2P Perfect Presentation is seeking an experienced IT Technical Support Supervisor to oversee technical support operations and IT infrastructure in Jeddah. The role involves leading a support team, monitoring infrastructure, ensuring incident resolution, and maintaining service quality.
Key Skills for This Role
Responsibilities
- Supervise daily Technical Support operations and Service Desk activities
- Lead and mentor Technical Support Engineers
- Monitor IT infrastructure including servers, storage, and network devices
- Ensure timely resolution of incidents and service requests
- Coordinate preventive and corrective maintenance activities
- Maintain IT assets and infrastructure documentation
- Monitor KPIs, SLAs, and service quality metrics
- Perform root cause analysis for recurring technical issues
- Coordinate with Infrastructure, Network, and Security teams
- Prepare operational reports and recommend service improvements
- Ensure business continuity through proactive infrastructure monitoring
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum 6 years of experience in Technical Support and IT Infrastructure
- Previous experience supervising or leading an IT support team
- Strong understanding of enterprise IT environments
- ITIL certification is preferred
Full Job Posting
Job Overview
- Since 2004, 2P has been at the forefront of Saudi Arabia's ICT landscape
- We are seeking an experienced IT Technical Support Supervisor to oversee technical support operations and ensure the availability, reliability, and performance of the organization's IT infrastructure
Key Responsibilities
- Supervise daily Technical Support operations and Service Desk activities
- Lead and mentor Technical Support Engineers
- Monitor IT infrastructure including servers, storage, and network devices
- Ensure timely resolution of incidents and service requests
- Coordinate preventive and corrective maintenance activities
- Maintain IT assets and infrastructure documentation
- Monitor KPIs, SLAs, and service quality metrics
- Perform root cause analysis for recurring technical issues
- Coordinate with Infrastructure, Network, and Security teams
- Prepare operational reports and recommend service improvements
- Ensure business continuity through proactive infrastructure monitoring
Qualifications & Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum 6 years of experience in Technical Support and IT Infrastructure
- Previous experience supervising or leading an IT support team
- Strong understanding of enterprise IT environments
- ITIL certification is preferred
Key Skills
- Technical Support
- IT Infrastructure
- Windows Server
- Active Directory
- Microsoft 365
- Networking
- VMware
- ITIL
- Incident Management
- Service Desk Operations
- Infrastructure Monitoring
- Leadership
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