IT Service Delivery / Site Supervisor

About the position

IT Service Delivery / Site Supervisor – Bloemfontein
Position: IT Service Delivery / Site Supervisor
Location: Bloemfontein, Free State
Employment Type: Contract / Fixed-Term 3 Years

Position Overview
Our client is seeking an experienced IT Service Delivery / Site Supervisor to oversee the onsite technical support operation in Bloemfontein.

The successful candidate will be responsible for managing the technical support team, coordinating resources, monitoring service delivery and ensuring that contractual SLAs, KPIs and client expectations are consistently achieved.

The Supervisor will also take responsibility for leave planning, resource scheduling, overtime coordination, staff performance and ensuring that adequate replacement resources are available when required.
Key Responsibilities

• Supervise and coordinate the onsite technical support team.
• Manage day-to-day service delivery and technical operations.
• Ensure resources are available according to agreed operating schedules.
• Monitor SLA and KPI performance.
• Manage technician schedules and resource allocation.
• Coordinate leave, sick leave and overtime.
• Manage staff attendance and performance.
• Coordinate replacement resources when technicians are unavailable.
• Ensure service shortages are addressed within the required timeframe.
• Act as the primary onsite escalation point for technical and operational matters.
• Liaise with client management and stakeholders.
• Monitor incident and service-request performance.
• Review ITSM reports and outstanding incidents.
• Ensure tickets are correctly updated and closed.
• Monitor customer satisfaction and service quality.
• Prepare and submit operational and resource reports.
• Identify recurring technical issues and recommend improvements.
• Support technical escalations where required.
• Assist with special events, projects and business continuity requirements.
• Ensure all technicians comply with health, safety, security, dress-code and client policies.
• Ensure technical staff maintain professional standards.
• Assist with onboarding and integration of new resources.
• Ensure appropriate technical coverage during peak periods.
• Maintain an effective contingency and resource replacement plan.
• Perform other duties reasonably associated with the management of the service.

Minimum Requirements

• Grade 12 / Matric.
• Relevant IT qualification and/or technical certifications.
• Minimum 3–5 years' experience in IT technical support/service delivery.
• Previous experience supervising or leading an IT support team.
• Experience working within an SLA-driven environment.
• IT Service Management / ITSM experience.
• Strong understanding of desktop/end-user support.
• Experience with incident and service-request management.
• Valid South African driver's licence.
• Own reliable vehicle.
• No criminal record.
• ITIL certification.
• Experience managing large technical support teams.
• Experience in a multi-site environment.
• Experience with service reporting and SLA/KPI management.
• Experience within a university, healthcare, government or large enterprise environment.
• Relevant Microsoft, networking or infrastructure certifications.

Desired Skills:

• Service Delivery
• Service Desk
• ITIL