• Provides supervision and direction to subordinate staff and coordinates workflow
  • Assigns staff to cover for absences;
  • Answers questions, and resolves problems within the work unit supervised;
  • Supervises the development and implementation of training programs within the work unit supervised;
  • Serves as a liaison between the work unit and other offices/departments for the distribution and collection of information and to resolve operational issues;
  • Trains staff in the use of the project network troubleshooting and management and attends meetings;
  • Reviews work performance, motivates subordinates to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct, or making recommendations for formal discipline;
  • Regularly monitors the accuracy, completeness, and timeliness of completion of the duties for the team supervised;
  • Supervises the maintenance of personnel records and timesheets for staff supervised;
  • Coordinates time off requests to ensure adequate coverage;
  • Compiles weekly schedule so to ensure contingency within the project;
  • May serve as the back-up to the Project Manager if required;
  • Participates and/or conducts performance evaluations on subordinated staff;
  • Ensures the most efficient and effective learning process;
  • Delivers effective procedure/process updates/reminders in due time, both in writing and orally;
  • Deals with day to day operational changes/instructions;
  • Coordinates day-to-day activities;
  • Reports on the overall performance of the team and suggest possible areas of improvement;
  • Supervises tasks, roles, and responsibilities of the team;
  • Supervises staff schedules, processes, and communication;
  • Reports to the Project Manager on a daily basis;
  • Designs course materials and other documents such as manuals and exercises, according to current procedures and business demands;
  • Timely and accurate reporting of training output/outcome;
  • Following ISO standards on keeping and updating requested records;
  • Organizes updates/reminders/meetings to meet the needs of learners and the demands of the business.


  1. at least 1 year TM/TL or 2 years SME experience
  2. University degree or equivalent through experience Desirable
  3. IT background and specialization KNOWLEDGE AND EXPERIENCE Essential
  4. Good understanding and working practice of Customer Service- Helpdesk Support;
  5. Good knowledge of Composer Workplace: field matrix, idiom rules, workflow;
  6. Excellent computer: proficient in Networking; OP’s Vista, XP, MAC management;
  7. Up-to-date on latest versions of the procedures, usage of appropriate tools;
  8. Proven quality-driven performance.
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