•Bachelor’s degree in Information Technology or equivalent experience
•3+ years of supervisory experience in a help desk, call centre or other technical support context
•5+ years of hands on technical experience
•Any Microsoft, Cisco, Dell or other IT certifications are desirable
•Excellent customer service, troubleshooting and documentation skills 
•Must be able to drive to assigned sites to complete work
•Detailed knowledge of Microsoft Windows 7/10, Windows Server, & Office Suite
•Outstanding leadership skills with the ability to coach and train a team
•Excellent communication skills in English, both written and oral 
•Experience with Mac OS X, iOS and Android will be considered an advantage

•Oversee the day-to-day activities of the Technical Support personnel.
•Measure, Monitor and maintain customer service and satisfaction
•Manage the travel schedule of the Tech Support Personnel
•Train and coach the Technical Support Team in order to expand their knowledge base i.e. new equipment/application, skills enhancement etc. 
•Manage, follow-up and maintain all service contracts/agreements and warranties
•Develop plans for continued training in order to keep up with new technologies and processes
•Design processes to increase efficiencies within Technical Support
•Install, test, monitor, support, and troubleshoot hardware and software issues for offices
•Troubleshoot network communications and network performance issues
•Successfully increase the frequency of 1st call resolutions
•Build out the knowledge base for the Tech Support Team
•Develop and maintain department policies, procedures and processes as required
•Work closely with the IT Infrastructure Team on identifying and ensuing any issues are tackled and corrective action is taken
•Must be able to work flexible work hours including nights and weekends in urgent cases.
•Produce weekly and monthly reports 
•Any other tasks assigned by Group Head of IT
ORGANIZATION RELATIONSHIPS