Senior Customer Support Lead
Core
Lead a 24x7 global Service Desk team to ensure operational excellence, SLA adherence, and timely resolution of customer outages and incidents.
Role type
Senior Customer Support Lead (Service Desk Management)
Builds
Global service desk operations, incident response, and customer communication channels
Domain
IT Service Management (ITSM) / Customer Support
Required skills
Team leadership, SLA/KPI management, ITIL processes, Performance management, Staffing planning, Incident management, Cross-functional collaboration
Preferred skills
Process improvement, Workforce planning, Stakeholder communication, Bridge call coordination, Customer satisfaction improvement
Technologies
Remedy / ITSM, Salesforce, Ticket Management, Call Management, Knowledge Article management
Responsibilities
Oversee real-time call management and ensure consistent quality across support interactions; Conduct performance management activities including coaching, evaluations, and PIPs for direct reports; Monitor and maintain 24x7x365 staffing levels and shift coverage; Review agent metrics and submit monthly management reports; Participate in on-call rotation and execute outage communications; Drive enhancements to ITSM and Salesforce applications.
Seniority
Senior, hands-on IC with team management