Sr. IT Support

Key Responsibilities IT Support Operations Oversee and manage daily IT support activities, including hardware, software, and network troubleshooting Ensure timely resolution of technical issues and service requests in line with SLAs Act as an escalation point for complex technical concerns People Management Supervise, mentor, and support IT support staff to ensure high performance and service quality Conduct regular performance evaluations, coaching, and training sessions Assign tasks, manage workloads, and ensure proper team coverage Systems & Infrastructure Support Monitor and maintain IT systems, networks, and infrastructure to ensure optimal performance and security Support system upgrades, implementations, and integrations Manage user accounts, access controls, and system configurations Administrative & Documentation Maintain accurate documentation of IT processes, systems, and troubleshooting procedures Prepare reports on IT support performance, incidents, and system status Manage IT inventory, asset tracking, and procurement of IT equipment Process Improvement & Compliance Identify areas for process improvement and implement best practices in IT support Ensure compliance with company policies, IT standards, and security protocols Support audits and ensure proper documentation and controls are in place Stakeholder & Vendor Management Collaborate with internal departments to understand IT needs and provide appropriate solutions Coordinate with external vendors and service providers for IT-related services and support Ensure service quality and timely delivery from third-party providers Qualifications Bachelor's degree in Information Technology, Computer Science, or any related field At least 5 years of experience in IT support, with experience in a supervisory or leadership role Strong technical knowledge of hardware, software, networking, and systems administration Experience with IT service management tools (e.g., ticketing systems) Preferred Skills Knowledge of ITIL processes and best practices Experience in system implementation and project coordination Familiarity with cybersecurity practices and data protection Strong troubleshooting and analytical skills