Key Responsibilities

Team Leadership & Service Delivery

· Supervise and guide the technical support team in providing effective and timely support to teachers and academic staff.

· Monitor service requests and ensure issues are resolved within established timelines.

· Conduct coaching, mentoring, and performance monitoring of support personnel.

· Assist in developing standard procedures and improving support workflows.

Technical Support & Troubleshooting

· Provide advanced troubleshooting for computer hardware, Windows operating systems, and related applications.

· Handle escalated technical concerns that require deeper technical expertise.

· Ensure reliable operation of supported devices and classroom systems.

Networking & Systems Support

· Assist in diagnosing and resolving basic network connectivity issues.

· Coordinate with infrastructure teams regarding network or system-related problems.

Process Improvement, AI & Automation

· Identify opportunities to improve support efficiency using AI tools, automation, or system enhancements.

· Participate in technology development or improvement initiatives that enhance user experience.

Data Analysis & Reporting

· Track support metrics, incident trends, and service performance.

· Prepare regular reports for IT management and leadership

· Recommend improvements based on data insights.

Minimum Qualifications

Education

· Bachelor’s Degree in Information Technology, Computer Science, or related field.

Experience

· At least 5 years experience in technical support or IT operations.

· Minimum 3 years in a supervisory or team leadership role.

Technical Skills

· Advanced knowledge of computer troubleshooting and Windows operating systems.

· Basic understanding of networking concepts and topology.

· Experience with AI tools, automation, or system development is an advantage.

· Strong data analysis and reporting skills.

Competencies

· Strong leadership and team coordination skills.

· Excellent communication and customer service orientation.

· Problem-solving and organizational skills.