Information Technology Supervisor

Roles and responsibilities

• Contribute to the establishment and maintenance of IT operations to support the administration and service delivery needs of the resort.
• Commissioning, migrating and decommissioning hardware, software, and network infrastructure and user access to support the needs of colleagues.
• Performing user management support for user accounts.
• Undertaking routine maintenance and checking of networked workstations and other peripherals.
• Following acceptance testing for new IT equipment.
• Installation, configuration and removal of standardized software onto systems as advised by the Cluster Director of I.T.
• Accurately recording, administering and managing lifecycle of assets and software licenses through IT asset management system.
• Maintaining IT knowledge base with system documentation, procedures and help sheets
• Proactively monitor system security patches and malware updates to ensure currency and correct deployment
• Proactively administering backup and recovery operations by maintaining and monitoring backup equipment and data.
• Analyzing backup issues and report findings to Cluster Director of I.T.
• Undertaking some web or system development as required
• Regularly backup and manage the Resort’s Internet site, ensuring security patches for modules are tested on the test site prior to updating the live site.
• Producing and running system and network monitoring reports and utilities.
• Accurately administrating and managing the Helpdesk system and processes.
• Providing colleague support to users and ensuring that user’s requests are understood, properly documented and prioritized.
• Responding to assigned job requests in a timely fashion and communicating with or escalate to other team members to optimize client response times.
• Investigating issues and accurately recording actions taken, diagnostic information, outcomes and time taken in the support log.
• Ensuring all helpdesk requests are completed and outcomes are communicated to colleagues.
• Developing procedures and help sheets to assist with instructing colleagues with appropriate practices.
• Continually seeking opportunities to increase internal client satisfaction and deepen customer relationships.
• Research and understand new IT technologies and apply these to work situations under the direction of Cluster Director of I.T.
• Assist with disaster recovery readiness and contingency plans
• Undertake any other ICT tasks or responsibilities as requested by Cluster Director of I.T.

Desired candidate profile

1. Technical Proficiency

• Description: A deep understanding of IT systems, networks, hardware, software, and troubleshooting procedures is essential. The IT Supervisor should be knowledgeable in operating systems (e.g., Windows, Linux, macOS), networking, and database management.
• Why It’s Important: The IT Supervisor needs to address a variety of technical issues, from system crashes to software updates, ensuring that all technology functions smoothly to meet business demands.

2. Leadership and Team Management

• Description: An IT Supervisor leads a team of IT professionals, such as system administrators, technicians, and support staff. They should be able to delegate tasks, motivate staff, provide training, and manage team performance.
• Why It’s Important: Effective leadership ensures that the IT department operates efficiently, meets deadlines, and maintains high service standards across the organization.

3. Problem-Solving and Critical Thinking

• Description: The ability to troubleshoot complex IT issues, find quick resolutions, and think critically when dealing with technical challenges is essential.
• Why It’s Important: Problems with IT systems can disrupt business operations, so the IT Supervisor must act quickly to resolve issues while minimizing downtime.

4. Project Management Skills

• Description: IT Supervisors must manage IT projects, such as system upgrades, software deployments, or network expansions. They should be able to define project goals, allocate resources, and track progress.
• Why It’s Important: Managing projects efficiently ensures that IT infrastructure improvements are completed on time, within budget, and without disrupting normal business operations.

5. Knowledge of Security Protocols

• Description: A solid understanding of IT security best practices, including firewalls, encryption, network security, data backup strategies, and disaster recovery planning.
• Why It’s Important: Security breaches or data loss can severely impact a business. The IT Supervisor ensures that systems are protected against external and internal threats, and data integrity is maintained.

6. Communication Skills

• Description: IT Supervisors need to communicate technical information to non-technical staff, providing clear instructions and updates. They must also coordinate with other departments to ensure IT meets organizational needs.
• Why It’s Important: Good communication fosters understanding and collaboration, ensuring that the IT department is in alignment with the overall goals of the organization.

7. Vendor Management and Procurement

• Description: Managing relationships with external vendors and suppliers, overseeing procurement processes for hardware and software, and ensuring that services and products meet company needs.
• Why It’s Important: Effective vendor management ensures that the organization receives the best value for its IT investments, from hardware to software licenses and service contracts.

8. Customer Service Orientation

• Description: An IT Supervisor should have a customer-oriented mindset, focusing on delivering excellent support to internal users and ensuring that IT services are reliable and responsive.
• Why It’s Important: A customer-focused IT department improves user satisfaction and ensures the organization’s operations run smoothly without unnecessary interruptions.