IT Technical Support Supervisor

About 2P

Since 2004, 2P has been a leading force in Saudi Arabia’s ICT sector, pioneering integrated technology solutions that empower organizations to accelerate digital transformation and optimize operational efficiency. With a robust foundation rooted in innovation and a commitment to service excellence, 2P delivers end-to-end solutions through its specialized business units and deep market expertise. We are dedicated to fostering a dynamic, forward-thinking environment where talented professionals can thrive, contribute meaningfully, and advance their careers.

Position Overview

We are currently seeking an experienced IT Technical Support Supervisor to lead and oversee our technical support operations. In this pivotal role, you will be responsible for ensuring the availability, reliability, and performance of our IT infrastructure while driving excellence in service delivery. The ideal candidate will combine strong technical acumen with leadership skills to manage a high-performing support team, resolve complex technical incidents, and implement proactive measures to enhance system stability.

This position is tailored for a hands-on technical leader who thrives in a fast-paced environment, possesses deep infrastructure knowledge, and is committed to delivering outstanding IT support services. If you are passionate about technology, leadership, and continuous improvement, we invite you to join our team and contribute to our mission of technological advancement.

Key Responsibilities

• Team Leadership: Supervise daily technical support operations and Service Desk activities, ensuring seamless service delivery and adherence to best practices.
• Team Development: Lead, mentor, and develop a team of Technical Support Engineers, fostering a culture of accountability, collaboration, and professional growth.
• Infrastructure Oversight: Monitor and maintain IT infrastructure, including servers, storage systems, and network devices, to ensure optimal performance and reliability.
• Incident Resolution: Oversee the timely resolution of technical incidents and service requests, minimizing downtime and enhancing user satisfaction.
• Maintenance Coordination: Plan and coordinate preventive and corrective maintenance activities to proactively address potential issues and maintain system integrity.
• Documentation Management: Maintain accurate and up-to-date documentation of IT assets, infrastructure configurations, and operational procedures.
• Performance Monitoring: Track and analyze KPIs, SLAs, and service quality metrics to identify trends, measure performance, and drive continuous improvement.
• Root Cause Analysis: Conduct thorough root cause analysis for recurring technical issues to implement sustainable solutions and prevent recurrence.
• Cross-Functional Collaboration: Work closely with Infrastructure, Network, and Security teams to align support activities with organizational goals and ensure a cohesive IT ecosystem.
• Reporting and Improvement: Prepare detailed operational reports and provide actionable recommendations to enhance service delivery and operational efficiency.
• Business Continuity: Implement and oversee proactive infrastructure monitoring to safeguard business continuity and mitigate risks.

Qualifications & Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 6 years of hands-on experience in Technical Support and IT Infrastructure management.
• Proven track record in supervising or leading an IT support team, with a focus on team development and performance optimization.
• In-depth understanding of enterprise IT environments, including hardware, software, and networking components.
• Familiarity with ITIL frameworks and best practices is highly preferred.

Key Skills

• Technical Proficiency: Expertise in Technical Support, IT Infrastructure, Windows Server, Active Directory, Microsoft 365, VMware, and Networking.
• Operational Excellence: Strong capabilities in Incident Management, Service Desk Operations, and Infrastructure Monitoring.
• Leadership & Management: Demonstrated ability to lead teams, manage workloads, and drive performance through effective coaching and mentorship.
• Analytical & Problem-Solving: Skilled in Root Cause Analysis and customer-centric service delivery.
• Collaboration: Ability to work effectively with cross-functional teams to align IT support with business objectives.