IT Supervisor

Position Overview:

The IT Supervisor will be responsible for overseeing daily IT operations, managing a team of IT staff, and ensuring the stability, security, and compliance of the company's IT infrastructure. This role requires strong expertise in network infrastructure, IT security, compliance standards, and IT policies, with a solid background in supporting BPO operations. The ideal candidate has at least 5 years of hands-on experience in IT, with proven leadership and problem-solving skills.

Key Responsibilities:

• IT Infrastructure & Network Management

• Supervise installation, configuration, and maintenance of servers, routers, switches, firewalls, VLANs, and wireless solutions.

• Manage and monitor voice infrastructure (IP Telephony/VoIP, SIP, Contact Center Platform) to ensure seamless BPO operations.
• Ensure high availability, performance, and reliability of IT systems.
• Troubleshoot and resolve complex infrastructure and network-related issues.

• IT Security & Compliance

• Implement and monitor IT security measures to safeguard company data, systems, and networks.

• Ensure compliance with industry standards, regulatory requirements, and internal IT policies.
• Conduct periodic audits, risk assessments, and vulnerability testing.
• Maintain disaster recovery and business continuity plans.

• Policy & Process Management

• Develop, review, and enforce IT policies, procedures, and best practices.

• Train staff and end-users on compliance, security awareness, and IT processes.

• Document and standardize IT processes to align with organizational goals.

• Team Leadership & Support

• Supervise and mentor IT support staff, providing guidance, training, and performance evaluations.

• Coordinate with cross-functional teams to address IT needs and requirements.
• Manage IT support escalations to ensure minimal disruption to operations.

• Vendor & Stakeholder Management

• Coordinate with external vendors and service providers for IT solutions and support.

• Manage procurement, licensing, and IT inventory.
• Ensure service-level agreements (SLAs) are met.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, or related field (Master's degree or certifications preferred).
• Minimum 5 years of experience in IT operations, with at least 2 years in a supervisory/lead role.

• Strong technical expertise in:

• Switching and Routing (Cisco/HP/Juniper or equivalent).

• VLAN configuration and management.
• Wireless technologies (Wi-Fi deployment, access points, controllers).
• Firewall management (policy creation, intrusion prevention, perimeter security).
• Voice infrastructure (VoIP, SIP, PBX, Contact Center Platform).
• Solid background in IT security, compliance, and policy implementation.
• Previous experience supporting BPO operations is a plus.
• Relevant certifications (e.g., CCNA, CCNP, CompTIA Security+, ITIL, CISSP) are a strong advantage.
• Strong leadership, analytical, and problem-solving skills.
• Excellent communication and interpersonal abilities.

Key Competencies:

• Leadership and team management.
• Strategic thinking with hands-on technical expertise.
• Strong decision-making under pressure.
• Excellent organizational and documentation skills.
• Ability to work in a fast-paced BPO environment with shifting priorities.