
Senior Support Team Leader
3 days ago
Job Overview
We are seeking an experienced IT Service Desk Supervisor to lead our global support team.
- Lead daily operations for a team of agents and senior agents
- Manage shift scheduling, workload balancing, and real-time queue monitoring
- Provide guidance and support on complex tickets escalated within the team
- Monitor ticket quality, documentation standards, and user communication
- Conduct performance check-ins and promote professional development through mentoring and feedback
- Ensure effective onboarding and ramp-up of new hires within the team
- Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
- Analyze trends and recurring issues to identify training gaps or process improvement opportunities
- Collaborate with peer supervisors to ensure consistency in service delivery across teams
- Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths
Key Requirements
- 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role
- Experience managing day-to-day performance and service delivery within a support team
- Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
- Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
- Proven ability to coach, develop, and support frontline staff in a high-volume environment
Desired Qualifications
- Experience operating within a pod or team-based support model
- ITIL Foundation certification or working knowledge of ITIL practices
- Prior experience in a 24x7 support environment, especially across global time zones
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