IT Support Supervisor

Charterhouse - We aim to create a British-style international school reflecting the heritage and culture of the great UK independent schools. We are in search of courageous individuals who embrace challenges head-on and defy conventional expectations. We seek leaders who have the vision to set ambitious targets for students and staff; and who are unafraid to dream big and set lofty goals that will drive our school’s growth and success.

We are recruiting to fill the position below:

Job Title: IT Support Supervisor

Location: Lagos
Job Type: Full Time
Reporting to: Senior IT Support Officer
Department: Information Technology

Role Overview

• The role is responsible for the day-to-day technical coordination and oversight of the IT support function, covering Cloud and Systems, IT Infrastructure and Networking.
• It manages the helpdesk, prioritizes and allocates support requests, handles escalated technical issues and supports the wider IT team, deputising for the Senior IT Support Officer when required.

Key Responsibilities  
IT Support and Helpdesk:

• Provide day-to-day technical support to staff and students across the school.
• Manage and respond to IT support requests through the school’s helpdesk.
• Assess, prioritise and troubleshoot incidents based on urgency and impact.
• Take ownership of escalated and complex technical issues through to resolution.
• Provide hands-on support where additional technical expertise is required.
• Ensure tickets and technical issues are accurately documented and followed through.
• Provide appropriate updates to users and relevant stakeholders throughout the resolution process.

Cloud and Systems Support:

• Provide practical technical support across the school’s cloud and systems environment.
• Support Microsoft 365, Entra ID, Intune, Exchange, SharePoint, Teams and other core IT systems.
• Troubleshoot user accounts, access, authentication, permissions, applications and system-related issues.
• Support system configuration, deployment, maintenance and upgrades.
• Assist with the investigation and resolution of issues escalated from other members of the IT team.
• Escalate complex or specialist systems issues where required.

Infrastructure and Endpoint Support:

• Provide hands-on support for the school’s IT infrastructure, computers, peripherals and endpoint devices.
• Troubleshoot hardware, operating system, software and device-related issues.
• Support the setup, deployment, configuration and maintenance of IT equipment.
• Assist with classroom technology and other technology used across the campus.
• Support infrastructure maintenance, upgrades, replacements and technical projects.
• Work with the relevant technical staff on issues requiring specialist intervention.

Network and Connectivity Support:

• Provide practical technical support for the school’s network and connectivity environment.
• Troubleshoot wired and wireless connectivity, internet access and network-related issues.
• Support switches, access points, firewalls and other network-connected equipment.
• Assist with network maintenance, configuration, upgrades and infrastructure projects.
• Work with the Networking Team to investigate and resolve complex network incidents escalated through the helpdesk or requiring additional technical support.

Technical Troubleshooting and Escalation:

• Act as a technical escalation point for the IT support team.
• Investigate and resolve complex incidents across Cloud and Systems, Infrastructure and Networking.
• Apply practical knowledge across different IT functions to troubleshoot issues and coordinate cross- functional resolution.
• Provide hands-on technical support and guidance to IT team members when required.
• Identify recurring technical problems and recommend appropriate solutions or preventative measures.
• Escalate issues requiring specialist, strategic, financial or senior management input to the Senior IT Support Officer.

Service Delivery, Maintenance and Vendors:

• Monitor the delivery of routine IT support, maintenance and technical tasks across the school.
• Coordinate planned maintenance activities and ensure they are completed within agreed timeframes.
• Monitor outstanding maintenance, repairs and technical issues.
• Coordinate with external IT vendors and service providers where required.
• Ensure vendor-related issues are appropriately logged, assigned and followed through to completion.
• Support the technical team in coordinating access and site requirements for contractors and service   providers.
• Verify that completed work meets the expected standard before issues are closed where appropriate.
• Escalate recurring vendor or service performance issues to the Senior IT Support Officer.

Documentation, Reporting and Continuous Improvement:

• Ensure IT support tickets, maintenance activities and technical incidents are accurately documented.
• Monitor service desk data to identify recurring issues, trends and areas for improvement.
• Prepare regular IT support and service delivery reports for the Senior IT Support Officer.
  • Provide information on ticket volumes, response times, outstanding issues, recurring incidents and service performance.
  • Support the development and maintenance of IT procedures, processes and operational documentation.
  • Ensure technical teams maintain appropriate records relating to their areas of responsibility.
• Recommend and support the implementation of improvements to IT support processes and service delivery across the IT function.
  • General IT Support and Operational Support:
  • Provide hands-on technical support where required, particularly during periods of high demand or significant incidents.
  • Support the team with complex or escalated user issues where appropriate.
• Maintain a working understanding of the school’s Microsoft 365, endpoint, network, infrastructure and security environment.
  • Assist with troubleshooting issues that cross multiple technical areas.
  • Support the IT team during major school events, deployments, upgrades and other operational requirements.
  • Maintain professional and effective communication with staff, students and other stakeholders.
• Ensure IT support is delivered in accordance with school policies, procedures and security requirements.

Deputising for the Senior IT Support Officer:

• Act as deputy to the Senior IT Support Officer when required, providing operational oversight of the IT function  during their absence.
• Coordinate the IT team’s response to significant incidents, operational issues and urgent requirements.

Support operational planning and prioritisation of departmental activities.

• Represent the IT function in operational discussions when delegated to do so.
• Provide appropriate escalation and decision-making within the authority of the role.
• Escalate strategic, financial, security or high-risk matters to the Senior IT Support Officer or appropriate senior   leadership.
• Ensure continuity of IT support and service delivery when the Senior IT Support Officer is unavailable.

Qualifications and Experience
Essential:

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, or a related field.  
• 3–5 years’ experience in IT Operations, Infrastructure, or Systems Administration.
• CompTIA A+, Network+ or Security+.
• Cisco CCNA.
• Microsoft certifications such as MS-900, AZ-900, AZ-104 or SC-200.
• Experience working in a school, enterprise or multi-site environment.
• Experience managing external IT vendors and service providers.

Desirable:

• ITIL Foundation.

Skills & Competencies:
Desirable:

• Strong understanding of computer systems, mobile devices and other technology products.
• Knowledge of cybersecurity best practices, MFA, endpoint security, access control and compliance.
• Experience managing servers, virtualisation, storage systems and backups.
• Strong knowledge of Windows environments and networking protocols, including TCP/IP and DNS.
• Strong experience with Microsoft 365, Azure Active Directory, Intune, SharePoint, Teams and Exchange.
• Experience with helpdesk systems and IT service management processes.
• Strong problem-solving and troubleshooting skills.
• Ability to multitask, prioritise and manage time effectively.
• Strong communication and presentation skills, both written and verbal.
• Ability to coordinate people and technical activities effectively.
• Ability to respond effectively to incidents and work under pressure.

Personal Attributes:

• Organised, dependable and proactive.
• Good judgement and sound decision-making ability.
• Calm and composed during major incidents or periods of high demand.
• Able to understand technical issues without needing to be the specialist in every area.
• Takes ownership of issues and ensures they are followed through to resolution.
• Collaborative and supportive approach to team working.
• Strong attention to detail and commitment to accurate documentation.
• Professional approach when working with staff, students, contractors and external service providers.
• Commitment to upholding the values and ethos of Charterhouse Lagos.
• Ability to maintain a professional demeanour when dealing with teachers, students, and other staff.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online