IT Service Center Supervisor (Overnight)

Job Summary:
Fresher Job is seeking a dedicated and experienced IT Service Center Supervisor to lead our overnight team. The IT Service Center Supervisor will be responsible for overseeing the daily operations of our IT support center during the night shift, ensuring that all IT-related issues are addressed promptly and efficiently. This role is critical to maintaining the high standards of our IT services, managing a team of IT support specialists, and ensuring customer satisfaction. The ideal candidate will have a strong background in IT support and management, with excellent problem-solving skills and the ability to lead a team in a fast-paced environment.

Key Responsibilities:

• Supervise and coordinate the activities of the IT service center team during the overnight shift.
• Provide leadership and support to IT support specialists, ensuring they meet performance and service quality standards.
• Monitor and manage the resolution of IT service requests, incidents, and problems, ensuring timely and effective solutions.
• Develop and implement procedures and best practices to improve service efficiency and customer satisfaction.
• Conduct regular performance evaluations and provide feedback and coaching to team members.
• Collaborate with other departments and teams to resolve complex IT issues and ensure seamless service delivery.
• Analyze service center metrics and generate reports to identify trends, areas for improvement, and opportunities for growth.
• Ensure adherence to ITIL practices and maintain compliance with company policies and procedures.
• Handle escalations and provide advanced troubleshooting support as needed.
• Oversee the training and development of new and existing team members.

Required Skills and Qualifications:

• Proven experience in IT support and management, preferably in a supervisory or leadership role.
• Strong understanding of IT service management principles, including ITIL.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Proficient in managing and leading a team, with strong interpersonal and communication skills.
• Ability to work effectively during overnight shifts and manage a 24/7 operation.
• Familiarity with common IT systems, applications, and troubleshooting techniques.
• Strong organizational skills and the ability to manage multiple tasks and priorities simultaneously.
• Proficiency in using IT service management tools and ticketing systems.

Experience:

• Minimum of 3-5 years of experience in IT support, with at least 1-2 years in a supervisory or management role.
• Demonstrated experience in leading and managing a team of IT professionals in a fast-paced environment.
• Experience with IT service management frameworks and best practices.

Working Hours:

• Overnight shift, typically from 10:00 PM to 6:00 AM, Monday through Friday. Flexibility to adjust hours based on business needs is required.

Knowledge, Skills, and Abilities:

• Deep knowledge of IT infrastructure, systems, and networks.
• Strong analytical and troubleshooting skills.
• Ability to handle complex technical issues and guide team members through resolution processes.
• Proficient in developing and implementing operational procedures and guidelines.
• Excellent leadership and motivational skills to foster a positive and productive work environment.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and sick leave.
• Professional development opportunities and career growth potential.
• Supportive work environment with a focus on work-life balance.

Why Join: At Fresher Job, we value innovation, dedication, and excellence. By joining our team as an IT Service Center Supervisor, you will have the opportunity to lead a dynamic team, make a significant impact on our IT service operations, and advance your career in a supportive and growth-oriented environment. We are committed to fostering a culture of collaboration and continuous improvement, and we offer competitive benefits and opportunities for professional development.

How to Apply: Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to us. Please include IT Service Center Supervisor (Overnight) in the subject line of your email. Applications will be reviewed on a rolling basis until the position is filled. Fresher Job is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.