ICT Supervisor

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.

We are waiting for you to continue this story.

 

Responsibilities :

• Supervise and manage the day-to-day activities of the ICT Service Desk team, ensuring timely and effective support delivery.
• Allocate and prioritize service requests and incidents based on business needs, workload and team capabilities.
• Provide technical guidance and act as the escalation point for complex hardware, software, network and ICT-related issues.
• Monitor Service Desk performance, SLA compliance and key operational metrics, and report results to the ICT Manager.
• Coach, mentor and provide ongoing feedback to Service Desk team members to support their technical and professional development.
• Ensure accurate documentation and tracking of incidents, service requests, resolutions and support procedures.
• Identify recurring issues and contribute to root-cause analysis and continuous improvement of ICT support processes.
• Coordinate with the ICT Manager and other ICT teams to resolve escalated incidents and improve service delivery.
• Ensure compliance with ICT policies, security standards and operational procedures.
• Stay updated with relevant technologies and IT service management practices to improve the team's capabilities and service quality.

 

Requirements:

• 4–5 years of experience in ICT support, IT Service Desk or a similar technical support environment, with experience in a senior or supervisory role.
• Proven experience in leading, supervising or coordinating a technical support team.
• Strong expertise in troubleshooting hardware, software, network and end-user computing issues.
• Solid knowledge of incident management, ticketing systems, SLA management and IT service management processes.
• Strong knowledge of Active Directory, Exchange, directory services and email systems.
• Proficiency in supporting Windows, macOS and Linux operating systems and productivity applications.
• Good understanding of networking concepts, TCP/IP protocols and network troubleshooting.
• Strong communication, problem-solving and people management skills.

 

Benefits:

• Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
• Complementary Insurance
• Educational platform of advanced courses
• Snappfood's Discount codes
• Loans