Operations TL

About Us:

Fusion is a fast-growing SaaS company revolutionizing the hospitality industry with intelligent solutions for restaurant management, POS systems, and digital ordering. We empower hospitality brands to grow with seamless technology that’s reliable, scalable, and easy to use.

Role Overview:

We are seeking an experienced and skilled Team Leader to our team. The successful candidate will be responsible for managing and motivating a team of support representatives, developing and implementing strategies, and achieving targets.

Responsibilities:

• Monitoring and managing desktop support, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Manage installations, upgrades and configurations of hardware and software
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Resolve issues escalated by technicians and engineers.
• Ensure data is handled, transferred or processed according to legal and company guidelines
• Provide support and guidance to stakeholders.
• Control costs and budgets regarding products.
• Developing a deep understanding of products to provide proper service delivery to clients.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Develop practices and ensure team productivity.

Performance and Quality Management:

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, performance assessment, training, and mentoring
• Building strong relationships with teams to enable effective dialogue exchange between departments

Requirements:

• 4+ years experience as Team Leader
• Experience with system installation, configuration and analysis
• Knowledge of Desktop, Servers, networks and cloud computing
• Knowledge of data protection operations and legislation (e.g. GDPR)
• Leadership and organizational skills
• Ability to manage multiple projects
• Outstanding communication skills
• Problem-solving aptitude
• BSc/B-tech in Computer Science, IT or relevant field