We are looking for a proactive and experienced IT Support Supervisor to lead my clients internal IT support team, providing oversight and guidance to ensure efficient technical support to the organization. This role involves supervising a shift-based team, working within the operational hours of 8:00 AM to 6:00 PM. The ideal candidate will have strong leadership skills, technical expertise, and experience in managing a dynamic team to deliver excellent IT support services. You will be responsible for maintaining high service levels, ensuring timely issue resolution, and fostering a customer-focused support environment. Key Responsibilities: Team Leadership & Supervision: Lead and supervise a team of IT support staff, ensuring smooth operations and timely resolution of support requests across the shift. Provide guidance, mentorship, and performance feedback to team members. Shift Scheduling & Resource Management: Manage the shift schedule for the IT support team to ensure adequate coverage between 8:00 AM and 6:00 PM. Incident & Request Management: Oversee and prioritize the team’s incident and service request tickets, ensuring they are handled within agreed-upon Service Level Agreements (SLAs) and company standards. Technical Support & Escalation: Provide advanced technical support to resolve more complex IT issues. Ensure that escalated problems are addressed promptly and effectively, working closely with other departments or Network Engineers as needed. Training & Development: Identify training needs and opportunities for team members. Provide coaching and on-the-job training to enhance technical skills and improve overall support quality. Process Improvement: Ensure that the team follows best practices and established processes. Contribute to ongoing improvements in workflows, procedures, and knowledge base content. Customer Service Focus: Ensure excellent customer service by addressing end-user concerns professionally, effectively communicating technical information, and striving for high levels of satisfaction. Collaboration: Work closely with other IT teams (e.g., Network, Security etc.) to resolve issues and implement improvements. Foster a collaborative and supportive team environment. Skills and Qualifications: Proven experience as an IT Support Supervisor or in a similar leadership role within an internal IT team. Strong technical background, including proficiency in desktop and server environments, networking, Operating Systems (Windows and Android) and troubleshooting hardware/software issues. Familiarity with IT Service Management (ITSM) tools, ticketing systems (e.g., ServiceNow, Jira, Zendesk), and remote desktop support tools. Ability to lead a team, motivate staff, and manage performance in a dynamic, shift-based environment. Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical users. Strong organizational and multitasking skills, with the ability to prioritize tasks effectively. Experience in implementing and maintaining ITIL practices or other service management frameworks is highly desirable. Relevant technical certifications (e.g., CompTIA A, Microsoft Certified IT Professional, ITIL Foundation) are desirable. Ability to work independently as well as part of a collaborative team. Flexibility to adapt to changing business needs and provide coverage as required