IT Support Supervisor

Job Description

Innovation is and will always be the core of SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery. SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all it is simple: We bring financial services to the next level with innovative software solutions and platforms. We are helping companies in the financial services industry to achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end. A global company, with rapid growth, innovative people, and a lean organization makes SAP Fioneer a place where you accelerate your future! Requirements PRODUCT TECHNOLOGY STACK Enterprise: Microsoft Azure / M365 MDM: InTune, Kandji SaaS: Jira, Confluence, Miro, Figma, Keeper, Adobe, DocuSign, GitHub Hardware: Mac & Windows Laptops, iPhones EXPECTATIONS AND TASKS We are looking for a hands-on IT Support Service Desk Coordinator to manage the day-to-day operations of our IT support team. In this role, you will be responsible for overseeing a team of L1 and L2 engineers, ensuring consistent service quality, timely issue resolution, and adherence to defined processes. You will serve as the main point of coordination between support staff, IT leadership, and cross-functional stakeholders. This role requires strong organisational ability, excellent communication skills, and a solid technical foundation in Microsoft Cloud technologies. Working times: IST (UTC +5.5) 12:30 – 21:30 Team Management Manage the daily workload of L1 and L2 engineers, ensuring appropriate ticket assignment and workload distribution. Schedule and coordinate on-call coverage schedules. Oversee adherence to standard operating procedures, SLAs, and escalation protocols. Serve as the primary point of contact for operational coordination within the team. Monitor individual and team performance, ensuring consistent service delivery standards are met. Mentor and support agents, providing guidance and training on common escalations. Support onboarding and knowledge transfer for new support team members. Operational Oversight Coordinate triage and escalation of incidents and service requests, ensuring accurate and timely resolution. Track incident trends and coordinate with L2 engineers to resolve recurring or complex issues. Conduct regular reviews of ticket queues and service performance metrics. Collaborate with relevant stakeholders, including operations, infrastructure, and security teams to address systemic issues. Process and Quality Assurance Maintain and enhance support workflows, documentation, and knowledge base content to ensure consistent and accurate service delivery. Identify opportunities to improve operational efficiency and recommend changes accordingly. Enforce compliance with established policies and procedures for incident and request management. Reporting and Communication Prepare and deliver regular reports on service desk metrics, performance indicators, and operational risks. Communicate effectively with internal stakeholders regarding service-related matters, ongoing issues, and service improvements. Ensure that escalations are handled appropriately and communicated in a timely and professional manner. EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES Academic degree in Computer Science, Engineering, or comparable qualification Microsoft Certifications such as: MS-102 (Microsoft 365 Administrator) AZ-104 (Azure Administrator) MD-102 (Endpoint Administrator) WORK EXPERIENCE 5+ years of experience in IT support, with at least 2 years in Microsoft cloud environments. 2+ years of experience in a lead, supervisory, or coordination role Familiar with service metrics, reporting, and ticket lifecycle tracking Skilled in coordinating teams across multiple time zones Expertise in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and EntraID Familiar with endpoint management and compliance tools (Intune, Kandji) Experience supporting both macOS and Windows environments, including iOS device support Understanding of Zero Trust, conditional access, and compliance standards (ISO 27001, GDPR, etc.). Hands-on experience with ITSM platforms, ideally Jira Service Management Strong organisational, communication, and stakeholder management skills Excellent analytical, troubleshooting, and problem-solving abilities Ability to work independently and within a team Willingness to learn and adapt in a fast-paced environment Benefits BENEFITS You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector. This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation. At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo. You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing. As an employee, you will have the chance to chart your own career path and take advantage of competitive compensation packages and progression opportunities based on merit. We offer pension plans and life insurance for financial security. Our health and wellbeing benefits include private medical insurance, wellness cover, and an employee assistance program. Additionally, our mobility benefits vary based on seniority level and include company car benefits and transportation assistance. Furthermore, we provide additional perks such as celebration rewards, a jubilee program, and a meal program. SAP FIONEER DIVERSITY COMMITMENT SAP Fioneer believes in the power of innovation that each employee brings and would like to leverage the qualities and appreciate the unique competencies that each diverse person brings to the company.