IT Infrastructure & Operations Supervisor
Labelle Chocolates Group · Umm Al Quwain, Umm al-Quwain, United Arab Emirates
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Job PurposeThe IT Infrastructure & Operations Supervisor is responsible for ensuring stable, secure, and efficient IT operations across the company, including head office, branches, factory, warehouse, and restaurants where applicable. The role supervises daily IT support activities, maintains infrastructure availability, manages technical issues, coordinates vendors, and supports the growth and continuity of business systems such as network, hardware, connectivity, security, Odoo-related operations, POS, CCTV, printers, and user devices.2. Key ResponsibilitiesIT Infrastructure & Network OperationsMonitor and maintain company network infrastructure including internet connectivity, routers, switches, Wi-Fi, firewalls, VPN, and related equipment.Ensure stable IT connectivity and uptime across branches, head office, factory, warehouse, and other company locations.Manage servers, cloud services, backups, shared drives, access rights, endpoint devices, and related infrastructure within approved authority.Coordinate with service providers for internet, telecom, hosting, hardware, licenses, and other IT-related services.IT Support & Service DeliverySupervise day-to-day IT support requests and ensure tickets are handled within agreed priorities and timelines.Provide hands-on technical support for escalated issues related to hardware, software, POS, printers, scanners, tablets, desktops, laptops, email, and business applications.Ensure new branches, relocations, renovations, and operational projects are supported with proper IT setup and readiness.Maintain a professional support approach with branches and departments, ensuring clear communication and practical solutions.Systems, Security & ComplianceApply basic cybersecurity controls including user access management, password policies, endpoint protection, backups, and device security.Maintain proper documentation of IT assets, licenses, access permissions, configurations, warranties, and support records.Support CCTV, attendance devices, POS systems, Odoo-related operational needs, and other internal systems in coordination with relevant stakeholders.Ensure IT practices follow company policies, data confidentiality, and approved access control procedures.Team Supervision & PerformanceAssign tasks to IT team members and monitor daily progress, response quality, and closure of issues.Coach and guide technical staff to improve troubleshooting skills, customer service, discipline, and accountability.Evaluate team performance and provide recommendations on staffing, development, workload distribution, and process improvements.Projects, Vendors & Continuous ImprovementSupport IT projects such as new systems, infrastructure upgrades, website coordination, Odoo support requirements, and digital transformation initiatives.Compare vendor quotations, assess technical suitability, and provide clear recommendations to management.Identify recurring IT issues and recommend preventive solutions to reduce downtime and operational disruption.3. Authority LevelMay assign and prioritize IT tasks within the team based on operational urgency.May recommend purchases, replacements, upgrades, and vendor changes, subject to management approval.May escalate repeated non-compliance, misuse of IT assets, security risks, or operational disruptions to management.May not approve major IT purchases, contracts, salary changes, disciplinary action, or system access exceptions without formal approval.4. Required QualificationsBachelor’s degree in Information Technology, Computer Science, Network Engineering, or a related field.Minimum 4–6 years of IT infrastructure, technical support, or IT operations experience, preferably in retail, hospitality, FMCG, or multi-branch operations.Previous supervisory experience (2-3 years) or proven ability to coordinate a small technical team is preferred.Professional certifications such as CCNA, Microsoft, ITIL, CompTIA Network+, Security+, or similar are an advantage.5. Required Technical SkillsStrong knowledge of networks, routers, switches, Wi-Fi, VPN, firewalls, and connectivity troubleshooting.Good experience with Windows environments, Microsoft 365, email systems, user accounts, endpoint support, printers, POS, barcode devices, and branch IT setups.Understanding of IT asset management, backups, access control, antivirus/endpoint protection, and basic cybersecurity practices.Ability to coordinate with ERP/Odoo developers and system users to support operational issues without overstepping development ownership.Good documentation, reporting, vendor coordination, and incident follow-up skills.6. Required Behavioral CompetenciesAccountability and ownership under pressure.Practical problem-solving and fast response to business-critical issues.Clear communication with non-technical users and management.Strong follow-up, discipline, confidentiality, and attention to detail.Ability to lead a small team fairly, firmly, and without creating dependency.7. Key Performance IndicatorsIT ticket response and closure time.Branch connectivity and system uptime.Reduction of repeated technical issues.Accuracy of IT asset, license, access, and support documentation.Quality of team supervision, task completion, and escalation management.Successful IT readiness for new branches, projects, and operational changes.8. Working ConditionsMay require travel to Kuwait, Oman or other GCC country or between branches in different emirates, head office, factory, warehouse, and restaurants based on operational need.May require support outside normal working hours for urgent incidents, branch openings, system outages, or critical operational requirements.Must maintain confidentiality of company data, user access, CCTV-related systems, business systems, and operational information.9. Reporting RequirementsWeekly IT support and incident report.Monthly IT asset and infrastructure status update.Project progress updates for approved IT initiatives.Escalation reports for repeated issues, vendor delays, risks, or policy violations.