Field Support Services Supervisor

The Field Support Services Supervisor will oversee the technical support of field devices and associated hardware supporting venue systems and event‑specific platforms. This role is responsible for leading a team of Field Support Technicians, ensuring prompt issue resolution, optimal ICT operations, and full operational readiness in high‑demand, mission‑critical live event environments.

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