Systems Technical Support Supervisor

We are representing a technology-focused company seeking an experienced Systems Technical Support Supervisor to lead a Tier 1 technical support function. This role combines hands-on customer support with team leadership, process ownership, and operational oversight. The successful candidate will play a key role in ensuring high-quality service delivery, customer satisfaction, and continuous improvement within the support organisation.

Key Responsibilities

Support & Operations

• Act as the primary escalation point for Tier 1 technical support issues
• Provide direct technical support to customers via phone, email, and remote tools
• Oversee issue diagnosis, troubleshooting, and resolution across hardware, software, and network environments
• Ensure adherence to service-level agreements (SLAs) and support KPIs
• Maintain detailed and accurate documentation of support activities, known issues, and resolutions
• Coordinate with engineering, development, and operations teams to resolve complex or recurring issues

Team Leadership & Supervision

• Supervise, coach, and mentor Tier 1 support staff
• Assist with onboarding, training, and ongoing development of team members
• Schedule and manage workloads to ensure sufficient coverage and efficient response times
• Monitor performance metrics and provide regular feedback and performance evaluations
• Foster a collaborative, customer-focused support culture

Process Improvement & Reporting

• Identify trends, recurring issues, and opportunities for process improvement
• Contribute to the development and refinement of support procedures and workflows
• Prepare regular reports on performance, customer satisfaction, and operational outcomes
• Support initiatives to enhance customer experience and operational efficiency

Customer Engagement

• Communicate professionally and effectively with customers in high-pressure situations
• Manage customer expectations while maintaining a calm, solutions-oriented approach
• Build strong working relationships with internal stakeholders and external clients

Education & Qualifications

• Degree or formal qualification in Information Systems, Computer Science, Engineering, or a related discipline (preferred but not mandatory)
• Relevant technical certifications are advantageous
• Equivalent professional experience will be considered

Required Skills & Experience

Technical & Business Skills

• Proven experience in a technical support or IT service environment
• Strong understanding of operating systems, networking fundamentals, and IT infrastructure
• Experience working with ticketing systems, remote support tools, and documentation platforms
• Ability to manage multiple priorities and incidents simultaneously
• Strong analytical and problem-solving capabilities

Behavioural Competencies

• Confident leader with the ability to motivate and support a team
• Customer-centric mindset with excellent communication skills
• Ability to remain calm and effective in time-sensitive or high-pressure situations
• Organised, detail-oriented, and proactive in identifying issues and solutions
• Willingness to travel occasionally if required

Preferred Background

• Candidates with experience in technology-driven industries, regulated environments, or mission-critical systems are encouraged to apply
• Backgrounds in IT services, infrastructure support, security technology, or enterprise environments are particularly relevant

Performance Measures

Success in this role will be measured by:

• Customer satisfaction scores and service quality metrics
• Team performance and engagement
• Adherence to SLAs and support response times
• Accuracy and consistency of documentation and reporting

Career Development

This role provides opportunities to:

• Expand leadership and management responsibilities
• Progress into senior technical, operations, or customer success roles
• Gain deeper exposure to enterprise-scale systems and support operations

Challenges

• Managing multiple priorities in a fast-paced support environment
• Balancing customer expectations with technical and operational constraints
• Supporting business-critical systems where accuracy and responsiveness are essential