Application Support Team Lead
Posted 17 days ago
You'll complete your application on Buddle's career site.
About the Role
We are hiring an Application Support Team Lead to manage and mentor a group of support experts within a worldwide, remote setting. As an HR managed services provider, we bridge the gap between companies and elite talent, making this position essential to maintaining our high standards of technical support. You will be responsible for overseeing daily activities, managing performance, and facilitating career advancement, all while ensuring that service level agreements are upheld across multiple time zones. This role focuses on enhancing operational efficiency and promoting a standard of technical excellence and professional development. You will manage system stability and cultivate relationships with senior and technical stakeholders, ensuring your team is equipped to support complex and changing technological products. This opportunity is designed for an accomplished leader eager to contribute to an agile, collaborative, and output-oriented workplace.
Requirements
- Demonstrated background as a technical support manager, specifically in developing and supervising service desk or application support groups.
- Previous experience directing teams that are dispersed internationally or based offshore across varied time zones.
- Technical expertise in troubleshooting system logs, SQL, web applications, AWS, and Linux.
- Proficiency with monitoring platforms and ITSM tools, combined with a working knowledge of ITIL methodologies.
- Proven ability to oversee major incident escalations while upholding rigorous service quality.
- Strong decision-making, organizational, and communication capabilities, with a commitment to root cause analysis and proactive improvement.
- Previous work in establishing offshore teams or managing high-availability production systems is a plus.
Responsibilities
- Provide daily leadership to Application Support Analysts through mentorship, performance reviews, and growth planning.
- Manage global workloads, schedule shifts, oversee hiring, and facilitate onboarding and training transitions to maintain continuous service.
- Handle service requests and incidents according to predefined SLAs, track team output, and offer technical support concerning cloud, infrastructure, and networking issues.
- Lead the response to significant incidents, serving as the primary escalation contact and managing essential communications.
- Evaluate patterns in incidents to detect recurring issues, lead root cause investigations, and execute permanent process enhancements.
- Ensure operational readiness and service quality by keeping incident logs, knowledge management bases, and procedural documentation current.
Benefits & Perks
- Full health insurance coverage, a stipend for home internet services, and a bonus structure linked to KPIs.
- Staff engagement through regular bi-weekly online social gatherings and yearly team retreats.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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