Back Office Support Team Leader

As the Back Office Support Team Leader, your primary responsibility is to lead and develop the Customer Support Portal (CSP) Support Team, ensuring efficient, high-quality support for both internal and external customers. You will drive continuous improvement in support processes, foster a culture of contribution and self-actualization, and act as a key member of the global Technical Team. You will also champion the adoption and effective use of the CSP, supporting and training users while communicating policies and process requirements.

• Supervise and coach the CSP Support Team in line with Principle Based Management, setting clear Roles, Responsibilities, and Expectations (RREs) and providing timely feedback to maximize each team members contribution.
• Monitor and optimize CSP processes, ensuring effective delivery of support and identifying opportunities for transformation and improvement.
• Manage CSP platform configuration, upgrades, ticket handling, and vendor relationships.
• Deliver and coordinate CSP training for internal and external customers, leveraging partnerships and contractors as needed.
• Administer the Learning Management System / Training courses on the CSP
• Track, analyze, and report on CSP performance metrics, including KPIs and usage analytics.
• Maintain strong relationships with global partners and vendors.
• Monitor the ces.support mailbox, ensuring that the team are providing acceptable levels of support for internal and external customers.
• Act as backup for the Program and Strategic Applications Manager as required.

• Contribution-motivated leader with at least 2 years of team management experience and a track record in supporting back-office software systems.
• Fluent in English (spoken and written), confident in technical communication
• Knowledge of structuring cabling solutions, both at a technical level and industry level.
• Self-directed, adaptable, and eager to learn in a rapidly changing environment.

• Experience in interfacing with other cultures / geographies.
• IT LAN infrastructure knowledge

• Holds a bachelors degree in a relevant technical field or equivalent industry experience.