Technical Delivery & Operations Supervisor

Technical Delivery & Operations Supervisor

We are seeking an experienced, highly motivated Technical Delivery & Operations Supervisor to join our End User Support Engineering team within the Technology & Security Function. This will be a hands-on, solutions-driven, and client-focused technical role with you as both an active technical practitioner as well as the first point of escalation for a team supporting 600 local and remote users across a dynamic, technology-focused, professional services environment.

If you thrive in a fast-paced, client-focused setting and are as comfortable resolving a complex endpoint issue yourself, if you are experienced in working with and across various teams to reach satisfactory resolutions while coaching your team members to do the same, this role is definitely for you!

Core Objectives of the Role

• Serve as a subject-matter expert supporting Mac OS, Windows 11, and software and applications deployed across the userbase, inclusive of: MS M365, MS Power Platform, Adobe Creative Cloud, and various Business-Specific systems.
• Maintain essential IT operations activities, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware
• Supervise support members while providing hands-on support to IT Services & Technical Support Analysts - actively contributing to ticket resolutions alongside the team.
• Manage queue distribution, work-assignments, aging tickets monitoring to drive timely resolution with a client-first mindset.
• Triage, classify, and priorities incoming incidents, ensuring resolution within defined SLA windows.
• Support line-of-business applications, browser configuration, e-signature tools, PDF workflows, and document management processes.
• Responding to Wi-Fi/Wired LAN incidents, including VPN connectivity issues, IPv4/IPv6 services for remote, offsite, and onsite users.
• Document resolutions and maintain knowledge base articles to improve first-contact resolution rates.
• Track and report on key service metrics — MTTR, FCR, and SLA compliance — using data to drive performance.
• Handle business-critical IT tasks and system improvements
• Research and evaluate emerging technologies, hardware, and software

Technical and Supervisory responsibilities include:

1. Analyze staff IT issues, identify vulnerabilities, and implement measures to enhance operational efficiency
2. Implement applications and software upgrades and troubleshoot performance issues
3. Execute the agreed design, implementation, testing, and administration of end user devices and systems, ensuring components align with business requirements and operate cohesively.
4. Manage the complete lifecycle of IT asset provisioning and deprovisioning for end-users.
5. Administer identity management processes, including AD/Entra and MIM/FIM provisioning, in strict adherence to established protocols.
6. Coordinate the installation, configuration, and ongoing support for workstations, laptops, and related peripherals, including software, hardware, print, conferencing, and collaboration tools.
7. Prepare and deploy SCCM / MS Intune / JAMF profiles and packages, conducting thorough testing and validation prior to business rollout.
8. Diagnose and resolve technical issues and coordinate repair efforts across relevant Asset Management Teams and workflows.
9. Maintain the electronic asset register, ensuring accurate device assignments and adherence to secure device decommissioning procedures.
10. Address escalated incidents pertaining to backend appliance firewall requests, CASB blocks, and network connectivity issues.
11. Manage a substantial portfolio of corporate and Bring Your Own Device (BYOD) mobile assets, including Mobile Device Management (MDM) enrolments, remote support/administration, and policy enforcement/deployments.

Required skills, qualifications, and competencies

1. Minimum 4 years’ experience in a supervisory or team lead IT support role within a medium-to-large organisation, preferably in professional services such as legal, financial, or consulting.
2. Bachelor’s degree in computer science, IT, Engineering, or a related technical field.
3. ITIL v4 Foundation certification (or higher) with practical experience in incident, change, problem, and request management.
4. Relevant an current industry certifications: Microsoft 365 (MS-900, MD-102), CompTIA (A+, Network+, Security+), CCNA, CISSP, or equivalent.
5. Proven skills in coaching and developing high-performing support teams.
6. Strong knowledge and troubleshooting skills in business operating systems, end-user devices, cloud applications, backup & recovery, and PC performance tuning and monitoring.
7. Proactive in problem solving with a focus on root-cause analysis and resolution.
8. Excellent communication skills for technical and non-technical audiences.
9. Discreet and professional in handling confidential information.

Why Deloitte?

As a Purpose-led organization, at the heart of everything we do is a set of timeless principles that distinguish the Deloitte culture. We foster diversity and inclusion and encourage you to bring your authentic self to work. Explore, question and collaborate while building a career that inspires and energies you. We tailor a personalized learning experience, offering you the opportunity to grow at your own pace and achieve maximum impact.

Life looks different for each of us, so we created a varied benefits package that you can tap into:

• Premium membership for corporate discounts in restaurants, retail, gyms and more.
• Health Insurance cover for yourself and dependents. 
• Mental health support through sponsored therapy sessions. 
• Weekly get-togethers. 
• Hybrid working option.
• Digital learning, mentoring and regular performance snapshots. 
• Coaching and support designed to refresh your knowledge and skills.
• Renowned training programme with Deloitte University.

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.