Global IT Support Supervisor

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.

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.
• We'll be super impressed if you have experience in any of these:
• Demonstrated experience in systems engineering and automation
• Experience supporting AV Conference Rooms such as Zoom Rooms globally
• Work Hours: This position will require you to be available during core business hours. It may also require occasional nights and weekends as necessary to support any on-call coverage.
• Work Location(s) & Travel Requirements:
• This position has one opening and can be hired in the following preferred office locations:
• Denver, CO
• Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
• This position may require travel as required by your role or requested by your manager.
• SF / LA Fair Chance Ordinance Statement
• Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
• Salary:
• The estimated salary range for this position is $95,170.00 - $114,204.00.
• Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.
• This role may be eligible to participate in Fastly's equity and discretionary bonus programs.

Benefits

Additional Information

Fastly helps people stay better connected with the things they love. Fastly's edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers' applications as close to their end-users as possible - at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly's customers include many of the world's most prominent companies, including GitHub, Yelp, Paramount, and JetBlue. We're building a more trustworthy Internet. Come join us. Posting Open Date: 4/27/26 Anticipated Posting Close Date*: 7/27/26 *Job posting may close early due to the volume of applicants. Global IT Support Supervisor 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.

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