Platform Support Team Lead (Global)
15 days ago
Richmond
inforcer is one of the fastest growing technology organisations in the world and a leading provider of cutting-edge cybersecurity and AI solutions to support the SMB market. We provide MSPs (Managed Service Providers) with the fundamental technology they need to manage and secure Microsoft 365 at scale and deliver AI services. Our mission is to beinforcedin every MSP! We’re looking for a Team Lead to run our global Platform Support team. They’re the people MSPs talk to when they need something sorted, and they sit across several regions and time zones. This is a people role. A Technical Lead will own the technical side of the function, and you’ll own the team. Day to day, that means line management, coaching, one-to-ones, performance reviews, & onboarding. When a case is high impact or commercially sensitive, you’ll take ownership of it. You’ll make sure the right people are on it, that the customer knows where they stand, and that communication holds up across regions when something big goes wrong. You’ll also own how the function runs. That covers coverage and resourcing across time zones, workflows, escalation paths, quality assurance, knowledge management, and the numbers we get judged on: CSAT, first response, resolution time and backlog. You’ll work closely with the Technical Lead, who takes the technical side of escalations, so between you the whole picture is covered. A lot of the job is making sure support quality and career progression feel the same wherever someone sits, and that out-of-hours cover gets shared fairly instead of always landing on the same people. The scope of the role is global. Reporting to our Global SOC Lead, Leading a global team means some flexibility outside core hours. An early call with one region, a later one with another, and being around when a major incident hits. We manage that with time off in lieu rather than expecting you to absorb it. • Line manage and coach Platform Support Specialists in every region we operate in, with a one-to-one cadence that suits their time zone, plus performance reviews and goal-setting conversations., • Spot where people need to develop and put training, coaching and career plans in place, so progression looks the same wherever someone is based., • Lead recruitment, selection and onboarding for new specialists with the People team, including in new regions as we extend coverage., • Own global coverage and resourcing, including handover between regions and out-of-hours arrangements, so customers get the same quality of support at any hour., • Own team performance against CSAT, first-response and resolution time and backlog, globally and region by region, and report on it clearly., • Keep us at or ahead of our SLA commitments across all regions and customer segments, bringing in the Technical Lead when a case needs technical depth., • Own how the team works day to day: workflows, triage, escalation paths, quality assurance and knowledge management, applied consistently in every region., • Take ownership of high impact or commercially sensitive customer matters, and coordinate communications across regions during major incidents., • Represent Platform Support in cross-team forums and leadership reviews, and bring what customers are telling us back to Product, Engineering and Partner Success., • Support Partner Success and Sales on account-level matters, including renewal risk and expansion signals the team picks up in support conversations., • Contribute to capacity planning, headcount forecasting and budget discussions, and report on how the team and the function are performing to the Chief Strategy Officer., • Steep Learning curve: We believe people leave organisations when learning stops. We promise a steep and continuous learning curve to both challenge and develop our people. You are responsible for your own learning, but you’ll be surrounded by exceptional people and strong enablement, if you choose to lean into it, in an environment where it’s safe to make mistakes, try new things, and improve., • Real impact:We operate in a high-trust and autonomous environment where you can make a real impact and difference in your role and across the company., • Transparency and Honesty:We believe honest and clear communication creates a highly collaborative culture. It gives you the “why” we make decisions and allows you to effectively make your own. We won’t pull the wool over your eyes, we are a fast-growing start-up that comes with its own unique challenges, but we all work hard to solve them, together, as a team., • A+ Global Team: Our people power every part of our business, and we look for individuals who bring genuine passion to their role and operate at their very best. A-players thrive when surrounded by other A-players. Our level of growth and rate of change can be hard work and challenging, but you’ll be surrounded with exceptional people that are always happy to help., • Regular Team Socials:We celebrate our team, our milestones, promotions and achievements with social events every month., • Employee Recognition:Programs to recognise and reward our top contributors for their achievementsand efforts. We live our company values every day and reward those people who embody them., • Experience leading people, through formal line management, mentoring or senior specialist responsibility., • Experience managing or coordinating people across time zones, or a clear view of how you’d do it well., • A real interest in developing people. Coaching, honest feedback and career conversations are where most of your time will go., • A track record in a metrics-driven service environment, hitting SLAs without letting quality slip., • Comfort with data. You can pull the report, see what it’s telling you and act on it., • Excellent written and verbal communication, including with senior stakeholders and customers under time pressure, and with a team you won’t often be in the same room as., • Sound judgement on what to prioritise, when to elevate and when to pull other people in., • Enough exposure to a technical or product support environment to follow the conversation and know when to bring in the Technical Lead. You don’t need to be the deepest technical person in the room., • Nice to have: scaling support operations in a growing SaaS business, and familiarity with Microsoft 365 and the MSP ecosystem. Inforcer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr
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