Global IT Support Supervisor

ABOUT THE ROLE The Global IT Support Supervisor is a key leadership role at Fastly, responsible for empowering a geographically distributed team to deliver exceptional technical support to our global workforce. As a hands-on people-first leader, you will thrive on building high-performance cultures, mentoring technical talent, and ensuring efficient, scalable, and empathetic support operations. WHAT YOU'LL DO As the Global IT Support Supervisor, your primary responsibilities will include: - Overseeing daily activities to ensure swift resolution of incidents and service requests in collaboration with the IT Operations Lead - Monitoring ticket queues and workload distribution across regions to ensure no single point of failure and a balanced team load - Acting as the primary operational escalation point for service delays, VIP satisfaction, and cross-functional communication - Ensuring high standards of service delivery are maintained across all offices, shifts, and remote teams - Monitoring and reporting on key metrics including ticket volume, resolution speed, SLA compliance, and user feedback - Conducting regular 1:1s, performance reviews, and career development sessions to ensure continuous growth for every team member WHAT YOU'LL NEED To succeed in this role, you will need: - 5-8+ years of on-hands experience in fast-paced global IT Support & Service Desk environments - 6+ years of direct people management experience, with a 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 WHY REMOTE Fastly currently embraces a largely hybrid model for most roles, allowing employees flexibility to split their time between the office and home. This position may require occasional nights and weekends as necessary to support any on-call coverage. BENEFITS Fastly offers a comprehensive benefits package, including medical, dental, and vision insurance, family planning, mental health support, insurance (Life, Disability, and Accident), a Flexible Vacation policy, up to 18 days of accrued paid sick leave, 401(k) (including company match), an Employee Stock Purchase Program, 12 paid local holidays, and 12 paid company wellness days.