Global Platform Support Team Lead

Inforcer Ltd.; United Kingdom; Remote; GBP 70,000 - 110,000; Full time

Job summary

Inforcer Ltd. is seeking a Team Lead for its global Platform Support team. You will line-manage specialists across regions, drive coaching, and own resourcing, workflows, and SLAs. You’ll partner with the Technical Lead to balance escalation depth with timely customer outcomes.

The role involves global coverage, time-zone coordination, and a strong focus on CSAT, response times, and backlog management, with time-off-in-lieu for out-of-hours work.

Qualifications

• Experience leading people via line management, mentoring or senior role.
• Experience coordinating across time zones and regions.
• A genuine interest in coaching and career development.
• Proven track record in a metrics-driven service environment with SLAs.
• Comfort with data: pull reports and act on insights.
• Excellent written and verbal communication with stakeholders.
• Ability to prioritise and coordinate cross-team work.
• Nice to have: familiarity with Microsoft 365 and the MSP ecosystem.

Responsibilities

• Line manage Platform Support Specialists across regions with a suitable cadence.
• Develop training plans and career progression paths.
• Lead recruitment and onboarding for new regions as expansion occurs.
• Own global coverage and handovers, including out-of-hours arrangements.
• Own team performance against CSAT, first response, resolution time and backlog.
• Ensure SLA commitments across all regions; involve Technical Lead when needed.
• Define and optimise workflows, triage, escalation and knowledge management.
• Coordinate communications during major incidents and escalations.
• Represent Platform Support in cross-team reviews and leadership forums.
• Support Partner Success and Sales on account-level matters.
• Contribute to capacity planning, headcount forecasting and budgeting.
• Report team performance to the Chief Strategy Officer.

Skills

People leadership

Time-zone coordination

Coaching & development

SLA management

Data-driven decisions

Strong communicator

SaaS MSP experience

Job description

Inforcer Ltd. is seeking a Team Lead for its global Platform Support team. You will line-manage specialists across regions, drive coaching, and own resourcing, workflows, and SLAs. You’ll partner with the Technical Lead to balance escalation depth with timely customer outcomes.

The role involves global coverage, time-zone coordination, and a strong focus on CSAT, response times, and backlog management, with time-off-in-lieu for out-of-hours work.