- Supervise and coordinate the daily activities of the technical support team.
- Assign tasks, monitor progress, and ensure SLA targets are met.
- Mentor, coach, and evaluate team members to maintain high performance and productivity.
- Oversee IT support delivery across corporate locations and remote environments.
- Ensure consistent, timely, and effective remote troubleshooting and resolution of technical issues.
- Maintain communication channels between remote team members and headquarters.
- Lead the technical planning and execution of new branch deployments.
- Coordinate hardware installation, software setup, cabling, connectivity, and device configuration.
- Ensure all IT services are fully operational before go-live.
- Plan and manage IT projects related to infrastructure enhancements, upgrades, and rollouts.
- Document project scopes, timelines, Generate regular reports on support metrics, incident types, and team performance.
- Collaborate with vendors and third-party providers during implementation phases.
- Ensure prompt resolution of user-reported problems through a structured support ticketing system.
- Plan technical training to employees on IT tools, security best practices, and system usage.
- Provide documentation and step-by-step guides for recurring user issues.
Bachelor’s Degree in Computer Engineering or a related field.7+ years of experience in technical support and projects handling with supervisory or leadership roles.Proven experience managing IT operations for distributed teams and multi-site or remote environmentsExcellent problem-solving, communication, and team management skills.Certifications such as MCSE, CCNP, MCSA, PMP are highly desirable.Hands-on experience in technical operations supporting remote teams and critical field environments.Strong background in planning and executing new site IT deployments.Familiarity with safety and compliance standards related to IT operations.Strong documentation and reporting capabilities.Experience in reducing operational costs through system digitization and automation.