SUPERVISOR, INFORMATION TECHNOLOGY

OVERVIEW

SUPERVISOR, INFORMATION TECHNOLOGY
Role: SUPERVISOR, INFORMATION TECHNOLOGY

RESPONSIBILITIES

Job Summary

Main objectives and Duties:

1. Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in
processing tickets and executing escalation procedures.

• Orients, communicates and trains all International IT Helpdesk for their duties and responsibilities.
• Conducts periodic simulations to ensure team response on major issues.
• Disseminates work instructions
• Provides support on high level issues on IT concerns
• Submits reports to IT Manager

2. Supervision International Helpdesk Staff on providing proactive updates and monitoring of the
ticketing system.

• Provides support on high level issues on IT concerns
• Monitors and submits clear and accurate updates on a timely manner thru Emails, Phone Calls, Verbal approach or Instant Messaging(Skype, Google Talk)
• Ensures that the team follows the IT escalation procedures diligently.
• Reviews summary of open tickets at the beginning of the shift on a daily basis and provide instructions to the team on how to proceed.
• Ensures all tickets are being catered and processed as quickly as possible

3. Attendance, overtime and leaves monitoring of the team members

• Monitors daily attendance of the team and submit bi-monthly reports to HR and IT Managers
• Balances team schedule to provide maximum support to clients
• Provides sanctions or suspensions if necessary to maintain order within the team.
• Reviews validity of leaves of all team members and ensure team productivity will not have any impact on providing support to clients.
• Provides initial approval of overtime and leave requests by team members.

4. Monthly evaluation of non regular and regular Helpdesk employees

• Evaluates and provides ratings according to their performances, quality of work, attitude, productivity, attendance.
• Informs subordinates of their weakness in a constructive way and provide ideas or methods to help them improve.
• Provides and submits evaluation rates to Sr. IT Manager for re - evaluation

5. Initial interviews for International Helpdesk Staff hiring
requirements

• Conducts applicant’s preliminary interview to determine possible fit.
• Endorses qualified applicants to IT Manager for final interview.

QUALIFICATIONS

Area of expertise (Skills)

• College graduate of IT related courses or its equivalent
• 2 to 4 years work experience in applied IT or other related fields
• Prior experience supporting software (Microsoft) and hardware which may include desktops and laptop scanners.

Other Skills and Experiences (Min)

• Competencies
• Project Management
• Problem Solving
• Analytical & Logical Thinking
• Information Technology
• Communication