Team Lead

5 months ago

Canada Sophos Full time

**About Us**

**Role Summary**
- Sophos is seeking an experienced Team Lead who will be responsible for assisting with the day-to-day operations of our follow-the-sun Technical Support Center in our rapidly expanding Global Support Services organization.

**What You Will Do**:

- Coaching and mentoring of an assigned group of engineers.
- Assist with roster management, and ensure staffing requirements defined by our forecast are always met.
- Monitor and assist in managing phone queues and engineer resources.
- Assist with backlog reviews, and help drive cases to resolution or escalation
- Assist with case distribution, as and when needed.
- Provide hands-on support for critical incidents, or if demand exceeds the availability of L1 or L2 resources.
- Assist in coordinating case transfers to and from other regions or offices
- Work with engineers to ensure case SLA is maintained at all times.
- Audit engineer cases to identify and document technical and process improvements and coaching opportunities.
- Consolidate high-call drivers and internal process issues, and review with management to create improvement plans.
- Collaborate with GES, training team, and L2s to prepare tests/support bytes for quarterly engineer assessments.
- Proactively identify and intervene in cases that may potentially cause negative CSAT or lead to customers abandoning the products.
- Prepare case reports as and when required for management review.
- Work with Knowledge Management teams and contribute to creating new KB articles and editing existing ones.
- Act as backup manager when needed, assuming key responsibilities such as escalation management, backlog review, phone queue monitoring, etc.

**What You Will Bring**:

- 3+ years of hands-on experience working with endpoint security products.
- 1yr experience in managing operations of a support team either as a Team lead or shift supervisor (preferred)
- Demonstrated initiative to provide superior support experience.
- Demonstrated initiative to solve problems and improve processes.
- Strong technical aptitude, with experience in troubleshooting and software/systems configuration of network equipment, operating systems, servers/workstations, and virtual environments
- Technology enthusiast with a positive disposition and passion for your work
- Excellent interpersonal, verbal, and written communication skills
- Experience working with a technology product vendor is a plus

LI-SS1
- #LI-Remote
- #B1

**Ready to Join Us?**

**What's Great About Sophos?**
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing

**Our Commitment To You**
- We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

**Data Protection

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