As a Technical Support Team Lead , you'll lead a high-performing, service team that supports a team of 90. Your team serves as the first line of technical support for all users within the company (Singapore and remote support of other regions) - You'll guide your team in collaborating with technical, operational, and 3rd party's to make sure that the Business functions and users can get on with their day job. You will also be responsible for building the team alongside follow the sun model across different time zones.
What You'll Do
- Lead and develop a team that is the go-to source of knowledge for all IT queries
- Manage and grow a Singapore-based team that collaborates with peers across regions to provide exceptional technical support to our staff.
- Coach and mentor team members to troubleshoot complex hardware, network, and integration issues while developing their technical and soft skills.
- Define and clearly communicate team goals, ensuring alignment with company values and goals
- Track and report team performance through KPIs and data insights, driving accountability, consistency, and efficiency.
- Handle escalations from staff and senior stakeholders, providing timely resolutions and managing expectations effectively.
- Play an active role in shaping the global support strategy, identifying process improvements and sharing best practices across regions
Who You Are
- A leader with at least 2 years of experience managing or developing technical support teams, ideally within a financial services background
- Familiarity with working with global teams distributed around the globe fully taken into account time zones and cultures.
- Minimum of 10 years in a technology based role.
- A strong problem-solver who can identify root causes, define robust support processes, and drive operational excellence.
- Confident in serving as an escalation point for IT teams.
- Skilled at balancing commercial needs with technical feasibility and global support strategy.
- Technically inclined, with working knowledge of VOIP, networking, Security, Cloud storage, Azure platform, Office 365.
- Strong communicator, able to simplify technical issues and influence stakeholders at all levels.
