Support Lead

On-Demand Group; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

A leading tech support company in the United States is seeking an experienced Support Lead to unify support environments and lead hypercare initiatives. This position requires strong stakeholder management and leadership skills, with a focus on ensuring SLA adherence across various geographies. The ideal candidate will have experience managing large-scale changes or mergers and possess excellent communication abilities. The role supports team culture while collaborating with global stakeholders, ensuring seamless operations.

Qualifications

• Experience leading hypercare during significant system changes.
• Global support experience for distributed teams.
• Proficient in migrating support models and processes.

Responsibilities

• Lead hypercare efforts to minimize disruption during changes.
• Migrate separate support environments into a unified model.
• Establish and optimize SLAs across multiple geographies.

Skills

Hypercare experience

Stakeholder management

Leadership presence

Strong communication

Job description

We’re seeking an experienced Support Lead to bridge desktop operations and the broader support leadership. The role sits between the Desktop Manager and the Lead Support Manager, reporting to the organization’s Support Leadership. This person will help unify acquired company's support environments into one cohesive global model, be the face of hypercare initiatives, and ensure SLA adherence across multiple geographies.

Key Responsibilities

• Lead hypercare efforts for mergers or significant system changes, ensuring minimal disruption, rapid issue resolution and proactive metrics and reporting to stakeholders.
• Plan and execute migration of separate support environments into a single unified model, including processes, tooling, and knowledge transfer - with the support of a team to execute
• Establish, monitor, and optimize SLAs across geographies; provide data-driven reporting and remediation plans.
• Collaborate with IT leadership, acquired company\'s leadership and IT SMEs to align workflows, queues, and dashboards with the help of Atlassian administrators.
• Maintain a sense of humor and foster a positive, energized team culture; avoid monotony and encourage engagement.
• Coordinate with global stakeholders, customers, and partners across time zones.

Must-Haves

• Hypercare experience (lead or co-lead) during large-scale changes or mergers.
• Global/multi-region support experience (external vendors or distributed teams).
• Experience migrating multiple environments into one unified support model (process, tooling, documentation, governance).
• Managerial or supervisory experience within a support/desktop environment.
• Strong communication, stakeholder management, and leadership presence.
• Ability to work in EST or Central time zones (or comfortably align with them for meetings).