Global IT Support Supervisor

Fastly • San Francisco, CA

1d • Hybrid

About The Position

The Global IT Support Supervisor is the driving force behind our world-class technical support team. This role is dedicated to empowering a geographically distributed team to deliver seamless, high-touch technical assistance to our global workforce. You are a hands-on people-first leader who thrives on building high-performance cultures, mentoring technical talent, and ensuring that our support operations are efficient, scalable, and empathetic. Your success is defined by the growth of your team members and the satisfaction of the employees we serve.

Requirements

• 5-8+ years of on-hands experience in fast paced global IT Support & Service Desk environments
• 6+ years of direct people management experience, with proven track record of developing high-performing IT support teams
• Demonstrated experience leading distributed and global support teams
• Proficiency in supporting hybrid end user platforms: Mac, Windows, Linux, productivity tools such as Google Workspace and Microsoft 365, identity tools such as Okta
• Strong focus around coaching, mentorship, and team development skills
• Proven ability to manage competing priorities and high-pressure escalations in a fast-paced, scaling environment.

Nice To Haves

• Demonstrated experience in systems engineering and automation
• Experience supporting AV Conference Rooms such as Zoom Rooms globally

Responsibilities

• In collaboration with the IT Operations Lead, oversee daily activities to ensure the swift resolution of incidents and service requests
• Monitor ticket queues and workload distribution across regions to ensure no single point of failure and a balanced team load
• Act as the primary operational escalation point for service delays, VIP satisfaction, and cross-functional communication
• Ensure high standards of service delivery are maintained across all offices, shifts, and remote teams
• Monitor and report on key metrics including ticket volume, resolution speed, SLA compliance, and user feedback.
• Conduct regular 1:1s, performance reviews, and career development sessions to ensure continuous growth for every team member.

Benefits

• medical, dental, and vision insurance
• Family planning
• mental health support
• Employee Assistance Program
• Insurance (Life, Disability, and Accident)
• Flexible Vacation policy
• up to 18 days of accrued paid sick leave
• 401(k) (including company match)
• Employee Stock Purchase Program
• 12 paid local holidays
• 12 paid company wellness days

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees