Job Description

The Field Service Supervisor is responsible for overseeing the daily operations of field service agents and ensuring the efficient delivery of IT support services to clients and internal stakeholders. This role involves supervising on-site support activities, maintaining service quality in line with ITIL processes, managing escalations, and ensuring customer satisfaction. The Field Service Supervisor provides technical guidance, operational oversight, and administrative support to ensure that all service requests and incidents are handled promptly and professionally.

Key Responsibilities:

Supervise, mentor, and support field service agents, ensuring adherence to performance standards and service level agreements (SLAs).

Coordinate and manage all on-site support activities, including installation, maintenance, and troubleshooting of IT systems and hardware.

Act as the primary point of escalation for complex technical issues, ensuring timely resolution and effective communication with stakeholders.

Monitor service delivery performance, perform quality checks, and drive continuous improvement initiatives.

Build and maintain strong relationships with clients and internal users, ensuring high levels of satisfaction and professionalism.

Ensure all field operations comply with ITIL best practices, safety regulations, and company policies.

Prepare regular performance reports, maintain accurate service records, and ensure timely updates in service management systems.

Coordinate scheduling, workload distribution, and logistics to optimize field service coverage.

Identify training needs and support the upskilling of team members in technical and customer service competencies.

Qualifications and Experience:

Tertiary qualification in Information Technology, Computer Science, or a related field (Advanced Certificate, Diploma, or Degree required).

CompTIA A+ or Microsoft Certified Systems Engineer (MCSE) certification.

ITIL Foundation V3 certification or higher

Minimum 2 years of proven work experience in IT support or field service operations.

Previous supervisory or team lead experience in a technical support environment.

Job Types: Full-time, Permanent

Application Question(s):

What is your current salary? What is your expected salary? Are you permanently employed/contract basis or unemployed? What is your notice period?
Work Location: In person