Role Overview:
As a Support Operations Team Lead, you will oversee a 24/7 mission-critical support operation, ensuring tight SLAs are consistently met while maintaining the highest standards of quality and efficiency. You will be responsible for leading, mentoring, and managing shift leads and team members to foster a high-performance culture. Your role will require exceptional problem-solving skills, real-time decision-making, and collaboration with cross-functional stakeholders to drive operational success.
Key Responsibilities:
✅ Lead and manage round-the-clock operations, ensuring shifts are effectively staffed to maintain uninterrupted service.✅ Monitor and enforce SLAs, proactively identifying risks and taking corrective actions to avoid breaches.✅ Mentor, coach, and develop shift leads and team members to drive performance and continuous improvement.✅ Oversee real-time incident management, ensuring timely escalation, resolution, and post-mortem analysis.✅ Communicate operational performance and key incidents to senior leadership and stakeholders.✅ Collaborate with functional managers, trainers, and auditors to uphold quality assurance and compliance standards.✅ Own shift scheduling and workforce management, ensuring adequate coverage across all locations and time zones.✅ Drive operational efficiency by optimizing workflows, automating processes, and leveraging analytics.✅ Participate in business reviews, reporting on key metrics, trends, and improvement initiatives.✅ Ensure adherence to security, compliance, and industry best practices in all support activities and maintain proper documentation.✅ Continuously identify areas for operational improvement and implement best practices to enhance service delivery.
Qualifications:✔ Minimum 3 years of experience in a team lead or operations supervisory role, preferably in a 24/7 support environment.✔ Proven track record of managing teams in a high-SLA, high-volume support operation.✔ Strong ability to drive accountability, performance, and process discipline in a time-sensitive environment.✔ Experience in real-time incident management, escalation handling, and crisis resolution.✔ Excellent communication and stakeholder management skills with the ability to influence at all levels.✔ Proficiency in ticketing systems, knowledge bases, workforce management, and reporting tools.✔ Strong analytical mindset with the ability to identify trends, optimize processes, and drive data-driven decisions.✔ Ability to multitask, prioritize, and make quick decisions under pressure in a dynamic setting.✔ Knowledge of compliance, security, and industry best practices in support operations.
