Support Services Team Leader
Position Overview

This position, shapes, implements and oversees the strategic vision for the Support Services Team. The role focuses on the delivery of client support agreements and their associated Service Level Agreement (SLA). The role reports to the Chief Operating Officer and ensures the company’s support offering remains innovative and engaging whilst being aligned with POMT’s values and practices

What You Will Do
  • Lead a geographically diverse Support Services team
  • Deliver and exceed clients expected service levels included reporting, escalation, kickoffs and renewals along w/ resource management
  • Creative and innovative operator and an impassioned customer service focused leader
  • Use own ideas to enhance the company's support services modules (offerings) as well as sourcing input from the broader team
  • Work with other team leaders to ensure the team's offering matches the requirements and expectations around timely delivery
  • Provide leadership and strategic support to the group, become the trusted advisor for all things related ‘support services'
  • Provide professional advice to the broader POMT team for all things related to the support services offering and the final client deliverables.
  • Manage standard iTIL based support methodologies and strategies. Provide succinct call logging processes. Provide resource and information continuity and backup plans.
  • Lead and manage key team initiatives, projects and systems which support the operation of the team and broader company, including development of support resources, tracking of relevant industry trends, on boarding to the support team new product sets as approved from R&D

What You Will Have
  • Excellent communication (verbal and written) skills
  • Strong listening and presentation skills
  • A purpose driven Customer First Service attitude and a desire to do what you do in the service of something larger than yourself
  • Ability to contribute to building a positive team spirit and balancing team and individual responsibilities.
  • Ability to exhibit objectivity and openness
  • Acute planning and organisational abilities so as to prioritise work activities and plans whilst using time efficiently.
  • Ability to think with innovation, creativity and criticality so as to meet challenge with resourcefulness
  • High levels of motivation and self ability to set and achieve challenging goals whilst demonstrating persistence and the willingness to overcomes obstacles
  • A calculated risk taker done so as to accomplish goals whilst being detail oriented and deadline driven.
  • An advanced understanding of the core elements of POMT's workplace technology offering including; Audio Visual equipment knowledge including Lighting Control Systems, DSP Audio systems, Audio routing including Ethernet based protocols and Video systems including routing over IP and streaming solutions.

Sydney
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