IT Support Supervisor

About the role

PT Samudra Cahaya Artha is seeking an IT Support Supervisor to lead and manage our IT support operations in Jakarta. This is a full-time position that offers a strategic opportunity to oversee technical support teams, ensure service excellence, and drive operational efficiency across our organisation. You will play a crucial role in maintaining our technology infrastructure and delivering exceptional IT support services to all internal stakeholders.

What you'll be doing

• Supervising and managing IT support team members, including scheduling, performance monitoring, and professional development
• Overseeing the resolution of technical issues and tickets, ensuring timely and effective solutions
• Establishing and maintaining IT support procedures, policies, and best practices
• Monitoring team performance metrics and Key Performance Indicators (KPIs) to ensure service level agreements are met
• Providing technical guidance and mentoring to support staff on complex issues
• Managing IT support helpdesk operations and prioritising requests based on severity and impact
• Conducting root cause analysis on recurring technical problems and implementing preventative measures
• Communicating with end-users and other departments to understand IT requirements and resolve escalated issues
• Maintaining accurate documentation of IT support activities and system configurations
• Collaborating with senior IT management to identify process improvements and technology upgrades

What we're looking for

• Minimum Bachelors Degree (S1), preferably in Information Technology, Computer Science, or a related field.

• 3-5 years of experience in IT support or help desk environments, with at least 1 years in a supervisory or team lead role

• Proven ability to manage and motivate technical teams in a fast-paced environment

• Experience coordinating with vendors and managing multiple IT projects.

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users

• Problem-solving skills with a methodical approach to troubleshooting and issue resolution

• Experience with IT ticketing systems and help desk software

• Certification such as CompTIA A+, Security+, or Microsoft Certified Associate is desirable but not essential

• Ability to work under pressure and manage multiple priorities simultaneously

• Customer service orientation with a commitment to delivering high-quality support

• Knowledge of programming, cybersecurity, ISO 27001:2022, or ITIL frameworks is a plus.

What we offer

PT Samudra Cahaya Artha is committed to providing a supportive and professional working environment for all employees. We offer competitive compensation packages, comprehensive health and wellness benefits, and opportunities for continuous professional development. Our organisation values work-life balance and provides flexible working arrangements where possible. We invest in our employees' careers through training programmes, skills development initiatives, and clear pathways for advancement. Additionally, we foster a collaborative culture that encourages innovation and recognises individual contributions to our success.

About us

PT Samudra Cahaya Artha is a dynamic and forward-thinking organisation based in Jakarta. We are committed to delivering excellence in our operations and maintaining the highest standards of professionalism. Our company culture emphasises teamwork, integrity, and continuous improvement. We pride ourselves on creating an inclusive workplace where employees can thrive and contribute meaningfully to our organisational goals. With a focus on technological advancement and customer satisfaction, we are dedicated to supporting our teams with the resources and environment they need to succeed.

Apply now

If you are an experienced IT professional ready to take on a supervisory role and lead a dynamic support team, we would like to hear from you. Please submit your CV and a cover letter detailing your relevant experience to join PT Samudra Cahaya Artha as our IT Support Supervisor.