IT Technical Support Supervisor - TMT STEEL PUBLIC COMPANY LIMITED

We are seeking a dynamic, hands-on IT Technical Support Supervisor to lead our technical support team and oversee our entire IT infrastructure. In this role, you will bridge the gap between day-to-day helpdesk operations and high-level systems management. You will not only manage and mentor a team of support technicians but also ensure the reliability, security, and scalability of our on-premise and cloud infrastructure. A key focus of this role will be researching, proposing, and implementing emerging technologies to optimize our business operations.

Responsibilities

Team Leadership & Management

• Supervise, mentor, and coach the IT Support team, fostering a collaborative and high-performance work environment.
• Manage team schedules, task assignments, and performance evaluations.
• Identify training gaps within the team and conduct technical training sessions to elevate the team's skillset.

Helpdesk & Operations Management

• Oversee the daily operations of the IT Helpdesk, ensuring tickets are logged, prioritized, and resolved within established SLAs (Service Level Agreements).
• Analyze helpdesk metrics and ticket trends to identify root causes of recurring issues and implement permanent solutions.
• Develop, document, and maintain standard operating procedures (SOPs), IT policies, and user self-service knowledge bases.
• Manage IT asset inventory, including hardware lifecycle, software licensing compliance, and procurement.

Infrastructure & Systems Administration

• Monitor, maintain, and optimize the company's entire IT infrastructure, including servers, networks (LAN/WAN/Wi-Fi), storage, and cloud environments (e.g., AWS, Azure, Google Cloud).
• Ensure high availability and security of core systems, including Active Directory, Microsoft 365, firewalls, and VPNs.
• Manage backup systems and disaster recovery plans, conducting regular tests to ensure data integrity and business continuity.
• Collaborate with external vendors and service providers to ensure infrastructure projects are delivered on time and within budget.

New Technology Integration & Innovation

• Stay up-to-date with industry trends and emerging technologies (e.g., AI automation tools, advanced cybersecurity frameworks, cloud-native solutions).
• Evaluate current systems and propose modern technology upgrades to improve efficiency, security, and user experience.
• Lead the planning, testing, and deployment of new software, hardware, and system architectures across the organization.

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• Minimum of 5 years of experience in IT Technical Support or Systems Administration.
• At least 2 years of experience in a team lead, supervisor, or senior role.
• Strong expertise in Windows/Linux OS, Microsoft 365 administration, and Active Directory.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, Firewalls, VPNs).
• Hands-on experience with virtualization and Cloud Infrastructure.
• Familiarity with ITIL frameworks and Helpdesk Ticketing software.
• Strong problem-solving abilities and a proactive, growth-oriented mindset.
• Ability to explain complex technical concepts to non-technical users.