Technical Support Supervisor - Westfield, White City, London

TOCA Social is the world's first dining and entertainment experience with a football twist, and it’s set to change the game! Our first venue opened in 2021 in The O2, London and our second in Birmingham in 2024. We are also set to open in Westfield London, Dallas and Mexico in 2025!

At TOCA Social, Everybody Plays! Football knowledge is not required, so if you thrive being in an energetic and fun environment you’ll quickly fall in love with our concept!

Benefits:

You’ll have full access to our TOCA Treats, which includes (but is not limited to!):

• Complimentary TOCA games!
• Huge discounts on our F&B
• Free meal whilst on shift
• Local retail & hospitality discounts!
• Teammate Assistance Programme with access to free counselling sessions
• Great progression opportunities as we expand!

Job Highlights:

Hours Required: Minimum of 45 hours per week. Candidates must be flexible to work evenings and weekends.

The Supervisor role is a pivotal leader within the venue team, responsible for driving exceptional guest experiences through the flawless performance of our gaming systems. As the bridge between venue management and the wider in-venue technical team, you will lead a team of Techsperts to proactively maintain, troubleshoot, and enhance our technology, ensuring guests enjoy smooth, immersive, and unforgettable gameplay from start to finish.

Role Scope & Responsibilities:

We’re looking for a steward who will ensure our venue runs smoothly by upholding high hygiene and cleanliness standards. at all times. You’ll be a friendly face our guests see around the venue and will help to create fantastic experiences for our guests and your teammates. Some of your responsibilities include:

• Team Leadership: Supervise and support the venue Tech team, leading by example to uphold high standards of performance, energy, and guest focus.
• Guest-Focused Tech Excellence: Champion seamless game uptime and technical excellence to ensure our guests enjoy an uninterrupted, world-class experience, escalating any issues to the venue Leadership team.
• Maintenance & Troubleshooting: Oversee all proactive and reactive maintenance, ensuring rapid response to technical issues and swift resolutions that minimize downtime.
• Training & Upskilling: Continuously develop the venue Tech team and venue team’s technical skills and confidence, and work with venue management to upskill front-of-house teammates on minor issue resolution.
• Cross-Functional Collaboration: Serve as the key liaison between the venue operations team and the global engineering team, maintaining clear, timely, and effective communication at all times.
• Ticketing & Documentation: Use ticketing systems to track and manage all issues and maintenance, ensuring accurate logging and timely follow-ups.
• Planning & Scheduling: Lead the scheduling of technical coverage in line with peak times, events, and guest demands, ensuring tech presence when it's needed most.
• Innovation & Problem Solving: Take a proactive approach to identifying recurring issues, suggesting improvements, and contributing to the evolution of our games and systems.

Qualifications & Experience:

• 3+ years experience in a Technical Support or Maintenance role
• Previous leadership experience or demonstrated leadership behaviours
• Strong organisational, communication, and troubleshooting skills
• Experience in Networking (firewalls, routers, switches, VPN, wireless)
• Experience using hand tools and working with AV/IT or electro-mechanical systems.
• Working knowledge of operating systems, specifically Linux environments
• Familiarity with technical documentation, ticketing systems (e.g. Freshservice), and Google Suite or Microsoft Office.
• Willingness to work evenings and weekends in a venue.