THE ROLE

As a Support Crew Team Leader, you will combine hands-on support delivery with operational coordination and team leadership within a retail-focused Service Desk environment.

You will work directly with incidents and requests while also helping ensure the team operates in a structured, consistent, and high-quality way. This role focuses on ownership, service quality, coordination, and continuous improvement.

You will act as a key point of contact for both the team and the customer, ensuring visibility, stability, and reliable service delivery across daily operations.

This is not a traditional high-volume call centre environment. The focus is on structured work, collaboration, accountability, and solving problems properly from start to finish.

RESPONSIBILITIES

INCIDENT & REQUEST MANAGEMENT

• Lead by example in handling incidents and support requests

• Log, categorise, prioritise, and manage tickets through to resolution

• Ensure issues are resolved correctly and within agreed timelines

• Monitor ticket progress, escalations, and service quality

• Verify that solutions are fully functional before closure

TECHNICAL & USER SUPPORT

• Troubleshoot POS systems, retail applications, and user-related issues

• Support stores with technical and functional questions

• Diagnose connectivity, hardware, and operational issues

• Use approved remote support tools to restore functionality

TEAM LEADERSHIP & COORDINATION

• Support the day-to-day coordination of the support team

• Help structure scheduling and operational coverage

• Ensure agreed processes and service standards are followed

• Support onboarding, knowledge sharing, and ongoing training

• Act as a point of guidance for team members when needed

COMMUNICATION & SERVICE QUALITY

• Maintain structured communication with stores and stakeholders

• Ensure communication quality is consistent across the team

• Provide visibility and updates throughout the support process

• Proactively identify wider operational issues and service risks

CONTINUOUS IMPROVEMENT

• Improve support processes and operational workflows

• Contribute to knowledge base documentation and improvements

• Identify recurring issues and support long-term solutions

• Help drive service improvements across the operation

OPERATIONAL SUPPORT

• Support store opening readiness activities

• Perform operational and technical verification tasks

• Ensure operational standards are maintained consistently

WORKING HOURS & SETUP

This role operates within a shift-based retail support environment.

Support hours:

• Monday to Saturday: 08:00 – 22:00

• Sunday & Public Holidays: 10:00 – 20:00

You will help ensure the team structure provides stable and reliable coverage across these hours.

We operate with an office-first approach, while maintaining flexibility where operationally suitable.

SKILLS & EXPERIENCE

• Strong troubleshooting and problem-solving abilities

• Experience working within Service Desk or IT support environments

• Ability to coordinate and support others within a team

• Experience with ticketing systems such as ServiceNow is an advantage

• Strong organisational and workload management skills

• Clear communication skills with both customers and internal teams

• Retail or POS support experience is beneficial but not required

IMPORTANT CHARACTERISTICS

We are looking for people who:

• Take ownership and responsibility for outcomes

• Lead by example and support others

• Work in a structured and organised way

• Communicate clearly and calmly

• Thrive in collaborative environments

• Have a practical and solution-focused mindset

WHAT WE OFFER

• Opportunity to help shape and improve a growing retail support operation

• A structured and professional support environment

• Real influence on service quality and operational delivery

• Strong collaboration and team-focused culture

• Development opportunities within leadership and operations

• Long-term growth opportunities as the organisation expands

At FIXATE, you will not just coordinate support operations — you will help build and improve how modern retail support is delivered.