Global IT Support Supervisor
Core
Leading a global, distributed IT support team to deliver high-touch technical assistance and ensure seamless operations for Fastly's worldwide workforce.
Role type
Senior IT Support Team Lead / Supervisor
Builds
Global IT support operations and service delivery for Fastly's employees
Domain
IT Operations / Global Support Services
Deliverable
client delivery
Required skills
Global IT support leadership, distributed team management, incident resolution oversight, workload balancing, SLA compliance monitoring, performance management, hybrid platform support (Mac/Windows/Linux), identity tools (Okta), productivity tools (Google Workspace/Microsoft 365)
Preferred skills
Systems engineering and automation, AV Conference Rooms (Zoom Rooms) support
Technologies
Okta, Google Workspace, Microsoft 365, Zoom Rooms
Responsibilities
Oversee daily activities to ensure swift resolution of incidents and service requests; Monitor ticket queues and workload distribution across regions; Act as the primary operational escalation point for service delays and VIP satisfaction; Ensure high standards of service delivery across all offices and shifts; Monitor and report on key metrics including ticket volume, resolution speed, and SLA compliance; Conduct regular 1:1s, performance reviews, and career development sessions.
Seniority
Senior, hands-on people leader
