Field Support Services Supervisor

Field Support Services Supervisor

Technical Management

• Lead 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 Support

• Provide 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.

3. Resources and Stakeholder Management

• Allocate 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 Management

• Identify 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 Qualifications

• Minimum 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/BSc of Computer Science

• Microsoft Certified: Modern Desktop Administrator

• Certification in ITIL or other similar areas of IT Service Management
• Demonstrable experience and proficiency in IT Service Management and end-user computing, including both hardware and software support, or equivalent areas of IT service delivery and support, showcasing strong technical knowledge and hands-on expertise.
• Proven experience in a supervisory or leadership role, with the ability to effectively lead and manage teams within specific IT domains. Exposure to large-scale programs, international projects, or specialized sectors such as sports, entertainment, or similar high-profile engagements is highly desirable.
• Strong experience in computing or information technology, demonstrating a deep understanding of IT infrastructure, systems, and service delivery, with a track record of applying this knowledge to support operational excellence and business objectives.