Global Platform Support Lead

Inforcer Ltd.; Richmond; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Steep learning curve

Real impact

Transparency and honesty

A+ global team

Regular team socials

Employee recognition

Job summary

Inforcer Ltd. is seeking a Team Lead to run the global Platform Support team. The role focuses on line management, coaching, onboarding, and ensuring the right people handle cases across regions and time zones.

You will own resourcing, workflows, and escalation paths to maintain consistent service quality and SLA adherence. You will partner with the Technical Lead to cover both people and technical escalations, ensuring out-of-hours support is fairly shared and that CSAT targets and backlog

Qualifications

• Experience leading people through formal line management, mentoring or senior specialist responsibility.
• Experience coordinating people across time zones and regions, ensuring consistent service.
• Strong desire to develop people through coaching and career conversations.
• Track record in a metrics-driven service environment with SLAs and quality.
• Comfort with data: pull reports, interpret insights, take action.

Responsibilities

• Line manage and coach Platform Support Specialists across regions with time-zone aware cadence.
• Identify development needs and create training and career plans for progression.
• Lead recruitment, selection and onboarding for new specialists in expanded regions.
• Ensure global coverage and handover between regions with fair out-of-hours coverage.
• Own team performance against CSAT, first-response, resolution time and backlog.

Skills

Leading people

Cross-time-zone coordination

People development

Metrics-driven service

Data fluency

Communication skills

Prioritisation and judgement

Technical support awareness

SaaS scale operations (nice to have)

MS 365 / MSP ecosystem familiarity (cn

Job description

Inforcer Ltd. is seeking a Team Lead to run the global Platform Support team. The role focuses on line management, coaching, onboarding, and ensuring the right people handle cases across regions and time zones.

You will own resourcing, workflows, and escalation paths to maintain consistent service quality and SLA adherence. You will partner with the Technical Lead to cover both people and technical escalations, ensuring out-of-hours support is fairly shared and that CSAT targets and backlog