Junior IT Support Supervisor - Midrand at Fidelity Services Group

Primary Objective: 

• We are seeking a motivated and technically skilled Junior IT Support Supervisor to join our IT Operations team. This role is ideal for a candidate with strong desktop support experience who is ready to take on leadership responsibilities. Reporting to the IT Operations Manager, you will supervise a small team of support technicians, coordinate daily support activities, and ensure high-quality service delivery across multiple locations. You will be responsible for managing service requests, overseeing installations and maintenance, mentoring junior staff, and ensuring adherence to service level agreements (SLAs). Strong troubleshooting abilities, leadership potential, and excellent communication skills are essential. 

Position Requirements: 

• Own reliable transport is essential for site visits. 
• Willingness to work standby, overtime, and shifts as required. 

Qualifications: 

• Matric Certificate. 
• CompTIA A+ and Network+. 
• MCP (Microsoft Certified Professional) in a relevant area. 
• ITIL Foundation (advantageous). 
• Proven experience in field service or helpdesk support. 
• Leadership training or supervisory experience (preferred). 

Key Responsibilities: 

• Supervise and support a team of desktop support technicians, ensuring efficient task delegation and performance monitoring. 
• Provide hands-on technical support during field visits or dispatches. 
• Coordinate and manage the installation, repair, maintenance, and testing of IT assets across various locations. 
• Act as the first escalation point for complex technical issues and ensure timely resolution. 
• Monitor service desk performance and ensure compliance with SLAs. 
• Conduct regular team meetings, provide coaching and mentorship, and support staff development. 
• Generate and review service reports, analyze trends, and recommend improvements. 
• Maintain accurate documentation of processes, incidents, and resolutions. 
• Foster collaboration within the IT team and across departments. 
• Build and maintain strong relationships with internal stakeholders and end-users. 
• Ensure adherence to company policies, procedures, and safety protocols. 

Knowledge and Experience: 

• 3–7 years in IT support, with at least 1–2 years in a leadership or mentoring role. 
• Strong knowledge of: 
• PC hardware and peripherals. 
• Networking fundamentals. 
• Operating Systems: Windows, macOS, Linux, iOS, Android. 
• Microsoft Office Suite (2010–O365). 
• Ability to manage multiple priorities and lead a team in a fast-paced environment 

Key Result Areas (KRAs) and Key Performance Indicators (KPIs): 

• Team Leadership & Staff Development 
• Conduct performance reviews and provide feedback. 
• Mentor junior technicians and support their growth. 
• Customer Service Excellence 
• Maintain a user satisfaction rating of 90% or greater. 
• Call Management & SLA Compliance 
• First Call Resolution: ≥ 90% 

SLA Compliance: 

• Priority 1 Calls: ≥ 95% 
• Priority 2 Calls: ≥ 95% 
• Priority 3 Calls: ≥ 92% 
• Priority 4 Calls: ≥ 92% 

Deadline:10th June,2025