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Inforcer is a fast-growing cybersecurity and AI solutions provider serving the SMB market, specifically helping Managed Service Providers (MSPs) manage and secure Microsoft 365 at scale.
You will lead Inforcer's global Platform Support team—the frontline contact for MSPs needing assistance. This is a people-focused management role where you own team operations across multiple regions and time zones. A Technical Lead will handle technical escalations; you'll focus on people leadership, team performance, and operational excellence.
Key responsibilities include:
- Line management and coaching of Platform Support Specialists across all regions, with regular one-on-ones, performance reviews, and goal-setting tailored to time zones
- Identifying development needs and creating training, coaching, and career progression plans that feel consistent globally
- Leading recruitment, selection, and onboarding of new specialists with the People team, including expansion into new regions
- Owning global coverage and resourcing, including handovers between regions and fair out-of-hours arrangements
- Driving team performance metrics: CSAT, first-response time, resolution time, and backlog management—both globally and by region
- Maintaining SLA commitments across all regions and customer segments
- Designing and refining team workflows, triage processes, escalation paths, quality assurance, and knowledge management systems
- Taking ownership of high-impact or commercially sensitive customer matters and coordinating communications during major incidents
- Representing Platform Support in cross-functional forums and leadership reviews; feeding customer insights back to Product, Engineering, and Partner Success
- Supporting Partner Success and Sales on account-level matters, including renewal risk and expansion signals
- Contributing to capacity planning, headcount forecasting, and budget discussions; reporting performance to the Chief Strategy Officer
Reporting to the Global SOC Lead, this role requires flexibility outside core hours to manage early calls with one region and later calls with another, plus availability during major incidents. Time off in lieu is provided to balance this.
Inforcer emphasizes steep learning curves, real impact in a high-trust autonomous environment, transparent communication, and collaboration with A-level talent. The company celebrates milestones with monthly team socials and has employee recognition programs.
Requirements:
- Proven experience leading people through formal line management, mentoring, or senior specialist responsibility
- Experience managing or coordinating people across time zones, or a clear demonstrated approach to doing so effectively
- Genuine interest in developing people; comfort with coaching, honest feedback, and career conversations
- Track record in a metrics-driven service environment, hitting SLAs without compromising quality
- Comfort with data analysis; ability to pull reports, interpret findings, and act on insights
- Excellent written and verbal communication skills, including with senior stakeholders and customers under pressure, and with geographically distributed teams
- Sound judgment on prioritization, escalation, and team coordination
- Sufficient exposure to technical or product support environments to follow technical conversations and know when to involve the Technical Lead (deep technical expertise not required)
Nice to have:
- Experience scaling support operations in a growing SaaS business
- Familiarity with Microsoft 365 and the MSP ecosystem
