Field Support Services Supervisor

The Field Support Services Supervisor is responsible for overseeing systems and end-user support services, ensuring the delivery of reliable and responsive technical assistance, particularly during sports venue operations and major events.This role involves leading and coordinating a team to proactively address technical issues, minimize service disruptions, and maintain high service standards. By ensuring prompt incident resolution and effective on-site support, the supervisor plays a key role in enhancing the overall user experience and enabling seamless operations during high-profile sporting events and mega occasions.Job ResponsibilitiesTechnical ManagementLead the Client Technology team responsible for providing second-level support, including diagnosis and resolution of hardware and software issues for end-users, ensuring minimal downtime and uninterrupted services for customers.Act as the primary escalation point for complex second-level technical issues, maintaining end-to-end ownership of incidents through to resolution.Conduct and deliver comprehensive Root Cause Analysis (RCA), identify workarounds, and implement permanent solutions for endpoint device-related issues.Manage end-user computing initiatives, including the evaluation of new technical acquisitions, operating system/software/application rollouts, development of standardized device images, and execution of service improvement projects.Collaborate with various IT Service Management functions to support IT Asset and Configuration Management requirements, ensuring accurate tracking, compliance, and lifecycle governance.Prepare detailed technical reports and provide regular status updates on endpoint support activities, project progress, and assigned tasks to relevant stakeholders.IT Operational SupportProvide technical leadership and guidance on SCCM, Microsoft Azure Intune, patch management, and other endpoint management tools, ensuring secure configuration, compliance, and efficient device lifecycle management.Oversee the daily operations of the support team, ensuring timely and effective resolution of user issues while consistently maintaining high levels of customer satisfaction and service quality.Conduct regular system reviews, health checks, and audits to identify vulnerabilities, performance gaps, and areas for improvement, implementing corrective and preventive actions as required.Develop, update, and maintain comprehensive IT documentation, including process documents, standard operating procedures (SOPs), user guides, and training materials to ensure consistency, compliance, and effective knowledge transfer.Actively participate in and coordinate Incident and Problem Management processes, working to minimize the impact of IT outages, ensure proper root cause documentation, and maintain an up-to-date knowledge base for future reference.Resources and Stakeholder ManagementAllocate and manage IT resources effectively, ensuring optimal utilization of team members to meet operational requirements, service demands, and organizational objectives.Establish and maintain strong working relationships with internal stakeholders and external vendors to support business priorities, enhance collaboration, and continuously improve service delivery standards.Collaborate closely with various departments to understand their technology needs and translate them into appropriate support solutions, ensuring alignment with overall business goals and strategic initiatives.Manage budgets related to IT support operations, monitoring expenditures, optimizing resource allocation, and identifying cost-saving opportunities while maintaining service quality and operational efficiency.Conduct regular performance evaluations, set clear individual and team objectives, and identify training and development needs to strengthen team capabilities and foster continuous improvement.Undertake any additional responsibilities or assignments as directed by the direct supervisor, ensuring flexibility and commitment to organizational priorities.Asset ManagementIdentify and explore opportunities to maximize the utilization of unused or underutilized IT assets, ensuring that company resources are leveraged to their full potential and delivering optimal efficiency and return on investment (ROI).Effectively communicate asset management strategies to team members, internal stakeholders, and relevant business units in a timely and clear manner, ensuring alignment, understanding, and adherence to best practices.Research and analyze industry best practices in IT asset management, benchmark them against the organization’s current processes, and recommend improvements to establish effective, standardized, and high-performing asset management practices.Required QualificationsMinimum 8 years of work experience in the IT industry of which 5 years should be in a similar position/ responsibility.Degree in Information Technology - Bachelor/BSc of Engineering or Bachelor/BSc of IT or Bachelor