Field Support Services Supervisor

Field Support Services Supervisor

Key Responsibilities

• Oversee on‑site technical support for field devices, endpoints, and associated hardware used across venue systems and event platforms.
• Lead, supervise, and coordinate a team of Field Support Technicians during pre‑event, live‑event, and post‑event operations.
• Ensure rapid diagnosis, troubleshooting, and resolution of technical issues during live event operations.
• Manage shift schedules, task allocation, and resource coverage to maintain continuous service availability.
• Ensure uninterrupted performance of event‑critical systems throughout event timelines.
• Coordinate closely with venue operations, ICT teams, vendors, and event stakeholders to resolve issues effectively.
• Manage incident escalation, root‑cause analysis, and communication in line with established procedures.
• Oversee pre‑event readiness checks, live support execution, and post‑event decommissioning/validation activities.
• Ensure accurate documentation, reporting, and post‑event reviews of incidents and operational performance.

Required Skills & Qualifications

• Diploma or Bachelor’s degree in IT, Electronics, Communication Systems, or a related field.
• Proven experience supervising field support, ICT support, or technical operations teams.
• Strong understanding of hardware devices, peripherals, and basic network connectivity.
• Demonstrated ability to manage operations under pressure in fast‑paced, live‑event and high‑availability environments.
• Strong leadership, communication, and stakeholder coordination skills.
• Willingness to work extended hours, weekends, and shifts aligned with event schedules.

Preferred Experience

• Experience supporting large‑scale events, sports venues, stadiums, or critical operational platforms.
• Familiarity with POS systems, access control devices, digital signage, kiosks, or event‑specific platforms.
• Experience with incident management, escalation handling, and team performance oversight.
• Working knowledge of LAN/Wi‑Fi networks, device deployment, and configurations.

Key Competencies

• Strong leadership and decision‑making skills
• High sense of urgency and accountability
• Operational planning and team coordination
• Problem‑solving and adaptability
• Service‑oriented and stakeholder‑focused mindset