IT Support Supervisor

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IT Support Supervisor Jakarta, Indonesia | Contract | On-site

The IT Support Supervisor will lead the day-to-day IT support team, manage the full lifecycle of company IT assets, and oversee the monitoring and operation of company robotics equipment. This is a hands-on leadership role suited to a candidate who is comfortable operating without formal ticketing infrastructure and can build structure and process where it doesn't yet exist.

Key Responsibilities

IT Support & Helpdesk

• Supervise daily operations of the IT support team, ensuring requests (received via WhatsApp and other informal channels) are logged, tracked, and resolved within a reasonable timeframe
• Establish and maintain a lightweight tracking system in the absence of a formal ticketing platform
• Provide second and third-level technical support for escalated issues
• Develop SOPs and troubleshooting documentation to standardize team output

IT Asset Management

• Take full ownership of the IT asset lifecycle (procurement, deployment, maintenance, disposal) across all three entities
• Maintain an accurate and up-to-date asset register, including software license tracking and renewals
• Manage asset handover documentation for employee onboarding and offboarding
• Conduct periodic physical audits to reconcile records with actual inventory

Robot Monitoring & Operations

• Monitor and operate company robotics equipment as part of daily responsibilities
• Diagnose and resolve basic operational issues; escalate to vendors when required
• Maintain maintenance logs and operational records for the equipment

Infrastructure & Team Management

• Oversee network, server, and system security performance, including backups
• Coordinate with external vendors for infrastructure support and equipment servicing
• Conduct performance evaluations, coaching, and training for support staff
• Prepare periodic reports for management covering support trends, asset status, and equipment performance

Skills & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related discipline
• 4–6 years' experience in IT support/helpdesk roles, including 1–2 years in a supervisory capacity
• Strong working knowledge of Windows/macOS environments, networking (LAN/WAN, VPN), Active Directory, and Microsoft 365 administration
• Demonstrated ability to manage support workflows without formal ticketing software
• Working knowledge of basic server administration, backup systems, and cybersecurity fundamentals
• Experience with IT asset management and inventory control across multiple sites or entities
• Openness to learning robotics equipment operation and monitoring (training provided)
• Certifications such as CompTIA A+/Network+, ITIL Foundation, or Microsoft Certified (MD-102/AZ-900) are advantageous

Additional Requirements

• Willingness to work overtime, weekends, and public holidays as operational needs require
• Strong organizational skills and ability to self-prioritize in a fast-paced, less structured environment
• Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders