Position Overview

The Team Lead / Supervisor is responsible for overseeing the daily operations of the Company's Help Centre, technology support, and event support services. This role acts as the primary point of contact between the support team and management, ensuring that all service levels and operational objectives are consistently achieved.

The Team Lead / Supervisor is accountable for managing human resource and personnel administration matters for the support team, including staff scheduling, training coordination, leave planning, performance management, coaching, and discipline. The incumbent shall be available during the company's normal operating hours and provide operational leadership to ensure efficient service delivery.

Key Responsibilities

Operations Management

• Oversee and manage the day-to-day operations of the Help Centre and on-site IT/AV support services.
• Supervise technology support and event support operations across the company.
• Ensure all support requests, incidents, and service tickets are handled effectively and within agreed service levels.
• Monitor operational performance and implement corrective actions where required.
• Act as the first point of escalation for operational and service delivery issues.

Team Leadership & People Management

• Lead, supervise, and motivate a team of IT and AV Support Engineers.
• Prepare and manage staff shift schedules, work rosters, and task assignments.
• Coordinate manpower planning to ensure adequate coverage during operating hours.
• Manage personnel administration matters including leave, attendance, training, and employee welfare.
• Conduct performance reviews, coaching, counselling, and disciplinary actions when necessary.
• Identify training needs and facilitate professional development initiatives for team members.

Service Delivery & Quality Assurance

• Ensure compliance with established service level agreements (SLAs), operational procedures, and policies.
• Monitor service quality and implement continuous improvement initiatives.
• Review and analyse service performance metrics and prepare management reports.
• Maintain high standards of customer service and user satisfaction.

Incident, Problem & KnowledgeManagement

• Track, manage, and report faults, incidents, and service disruptions.
• Coordinate incident resolution activities and ensure timely escalation of critical issues.
• Perform problem management activities, including root cause analysis and implementation of preventive measures.
• Maintain documentation of known errors, workarounds, standard operating procedures, and knowledge base articles.
• Provide regular updates and reports to management regarding operational performance and recurring issues.

Technical Support

• Provide technical guidance and support to IT and AV Support Engineers when required.
• Perform hands-on support activities and act as a technical escalation point during complex incidents.
• Serve as backup support ("tailback") to IT and AV Support Engineers during peak periods, major incidents, or resource shortages.

Stakeholder Management

• Serve as the single point of contact for management on operational matters.
• Liaise with internal stakeholders, vendors, and service providers to ensure seamless support delivery.
• Communicate operational updates, risks, and service improvements to relevant stakeholders.

Qualifications & Experience

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, Audiovisual Technology, or a related discipline.

Experience

• Minimum 2 to 3 years of relevant experience in IT Service Desk, IT Operations, AV Support, or technical support environments.
• Previous experience leading or supervising technical support teams is preferred.

Skills & Competencies

• Strong leadership, team management, and interpersonal skills.
• Good understanding of IT service management and incident management processes.
• Experience in workforce planning, scheduling, and resource allocation.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to perform under pressure and manage multiple priorities.
• Proficiency in service management and ticketing systems.

Key Performance Indicators (KPIs)

• Achievement of agreed Service Level Agreements (SLAs).
• Incident response and resolution performance.
• Customer satisfaction ratings.
• Team productivity and resource utilization.
• Timeliness and accuracy of operational reporting.
• Reduction of recurring incidents through effective problem management.
• Compliance with operational procedures and governance requirements.