Technical Support Team Lead, OB Group (Singapore)
About the role OB Group is looking for a Technical Support Team Lead to run our Singapore-based support team. Your team will be the first line of technical support for around 90 staff, on-site in Singapore and remotely across our other regions. You'll work closely with our technology and operations teams and third-party providers so that every business function has the support it needs to run smoothly.
What you'll do Lead, manage and grow the Singapore support team, making it the go-to source of knowledge for all IT queries. Help design and build a "follow the sun" support model with regional teams, so staff get consistent support across time zones. Work with support peers in other regions to deliver consistent, high-quality service to staff worldwide. Coach and mentor team members to troubleshoot complex hardware, network and integration issues, and help them develop both their technical and interpersonal skills. Set clear team goals and communicate them well, keeping them aligned with company values and priorities. Track and report team performance using KPIs and data, driving accountability, consistency and efficiency. Handle escalations from staff and senior stakeholders, resolving issues promptly and managing expectations. Help shape the global support strategy by identifying process improvements and sharing best practice across regions.
What you'll bring 10+ years in technology roles, including at least 3 years leading or developing technical support teams. Experience in financial services is strongly preferred. A track record of working with teams across regions, time zones and cultures. Strong problem-solving skills: you find root causes, design robust support processes and drive operational excellence. Confidence acting as the escalation point for IT issues. Good judgement in balancing commercial needs against technical feasibility and the wider support strategy. Working knowledge of VoIP, networking, IT security, cloud storage, Microsoft Azure and Microsoft 365. Excellent communication skills. You can explain technical issues in plain terms and influence stakeholders at every level.