Support Lead

Job Title: Support Lead
Job Type: Contract
Job Location: Remote

Job Summary:
Were 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 organizations Support Leadership. This person will help unify acquired companys support environments into one cohesive global model be the face of hypercare initiatives and ensure SLA adherence across multiple geographies.

Here are the notes:

• Team: Will be joining the team focused on internal M&A activity
• Tell us more about the role. What will this person be doing on a day-to-day basis What are the main objectives for this role Intermediate between Service Desk and Desktop Manager. Working with the acquired entities on getting environments integrated. Keeping a pulse on how they are doing on SLAs experience running hypercare. Needs someone with managerial experience. Experience migrating two support models together. Needs to have a personality. Ticketing system: Jira Service Management
• Must have requirements:
  • Experience with hypercare
  • Jira
  • Experience migrating two support models together
  • Need to have experience working with global teams
  • Strong soft skills ability to work with a variety of people and good personality

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 companys 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.
• Jira / Atlassian Service Management experience (ticketing queues dashboards automation).
• 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)