The Team Lead is responsible for overseeing the Service Level Support team, ensuring the seamless
resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs.
This role bridges the gap between operational execution and strategic improvement, managing a team
that supports over 20 internal squads. The Lead will act as the primary escalation point and regional
coordinator, driving excellence across NAM, EMEA, and APAC regions.
Key Responsibilities
● Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting
regular performance reviews and ensuring consistent resolution standards across all platforms
(Freshdesk, Service Now).
● Escalation Management: Serve as the final point of contact for complex VMS issues involving
Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.
● Strategic Process Optimization: Analyze recurring case trends identified by ...