Team Lead, Customer Support

Key Responsibilities

• Manage a team so that team members are supported and enabled to deliver their roles according to expected standards. Includes working within well-defined procedures to undertake recruitment activity, provide training and inductions, and undertake performance management activities.
• Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary. 
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfil personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education. 
• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.
• Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress

Qualifications

• Proven experience in a technical support team lead role, preferably within the POS or IT industry.
• Familiarity with SLA/KPI management and OKR frameworks.
• Experience in conducting performance reviews and managing team growth.
• Ability to drive process improvement and adapt to evolving business needs.
• Knowledge of POS systems and software deployment processes is advantageous.
• Strong team management skills.
• Excellent communication and interpersonal abilities

Behavioral Competencies

• Build effective teams
• Ensure Accountability
• Communicates Effectively
• Resourcefulness
• Optimizes Work Processes
• Plans & Aligns