Support Supervisor

Published Date: 2026-02-27
Application Deadine: 2026-03-15

Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering or related fields
Experience: Experience as a supervisor in ISP or any area of IT
Contract of Employment: Evening 2 pm-10pm
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:
  • Proven experience of network support and team management.
  • Strong understanding of networking, troubleshooting methodologies, and customer support best practices.
  • Ability to analyze technical issues and provide effective resolutions.
  • Strong leadership, conflict resolution, and decision-making skills.
  • Excellent verbal and written communication skills.
  • Ability to manage time effectively in a fast-paced environment.
  • Proficiency in support tools, monitoring systems, and incident management processes.
  • Strong problem-solving skills and the ability to make quick decisions under pressure.
Job Duties & Responsibilities:

1. Team Monitoring & Performance Management

  • Monitor team performance to ensure adherence to service level agreements (SLAs) and company policies.
  • Measure agents’ performance using key performance indicators (KPIs) and take necessary actions for improvement.
  • Keep track of employee attendance and compliance with organizational policies and procedures.
  • Assist in hiring and onboarding new employees to strengthen the support team.
  • Conduct regular meetings and training sessions to keep the team updated on new technologies and processes.

2. Issue Resolution & Customer Support

  • Ensure timely resolution of customer complaints by guiding support agents in troubleshooting technical issues.
  • Act as an escalation point for complex customer issues requiring supervisor intervention.
  • Monitor the number of calls and issues handled per agent to ensure efficiency.
  • Review support interactions, incident reports, and call logs to identify areas for improvement.
  • Maintain clear communication with customers, ensuring a high level of service satisfaction.

3. Reporting & Process Improvement

  • Prepare and present weekly, monthly, and ad-hoc reports on team performance, common issues, and resolutions.
  • Identify recurring issues and work with technical teams to implement long-term solutions.
  • Provide data-driven insights and recommendations to senior management for process optimization.
  • Ensure proper documentation of all incidents and resolution steps for future reference.

4. Collaboration & Policy Implementation

  • Act as a liaison between the support team and other departments to streamline issue resolution.
  • Communicate policy and procedural changes to the team and ensure compliance.
  • Keep up with industry trends, new technologies, and best practices in technical support.
  • Work with vendors and technology partners to troubleshoot complex technical issues.
  • Promote a collaborative environment within and across support teams.

5. Training & Development

  • Conduct ongoing training programs for support agents to enhance technical knowledge and customer handling skills.
  • Provide constructive feedback and coaching to improve agent performance and customer satisfaction.
  • Guide team members in career planning and professional growth.

5. Customer Experience Enhancement

  • Identify trends, common issues, and areas of improvement from customer feedback.
  • Provide insights and recommendations to enhance the overall customer support experience.
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