Chelsoft Solutions Co. · 2 days ago
Support Lead/Service Desk Lead with Hypercare/M&A_Remote_Only on W2
United States
Contract
Remote
Senior LevelChelsoft Solutions Co. is seeking an experienced Support Lead to bridge desktop operations and broader support leadership. The role involves unifying acquired company's support environments into a cohesive global model and ensuring SLA adherence across multiple geographies.
Information Technology & Services
Responsibilities
Lead hypercare efforts for mergers or significant system changes, ensuring minimal disruption, rapid issue resolution and proactive metrics and reporting to stakeholders
Plan and execute migration of separate support environments into a single unified model, including processes, tooling, and knowledge transfer - with the support of a team to execute
Establish, monitor, and optimize SLAs across geographies; provide data-driven reporting and remediation plans
Collaborate with IT leadership, acquired company's leadership and IT SMEs to align workflows, queues, and dashboards with the help of Atlassian administrators
Maintain a sense of humor and foster a positive, energized team culture; avoid monotony and encourage engagement
Coordinate with global stakeholders, customers, and partners across time zones
Qualification
Required
Experience with hypercare
Jira
Experience migrating two support models together
Need to have experience working with global teams
Strong soft skills – ability to work with a variety of people and good personality
Hypercare experience (lead or co-lead) during large-scale changes or mergers
Jira / Atlassian Service Management experience (ticketing, queues, dashboards, automation)
Global/multi-region support experience (external vendors or distributed teams)
Experience migrating multiple environments into one unified support model (process, tooling, documentation, governance)
Managerial or supervisory experience within a support/desktop environment
Strong communication, stakeholder management, and leadership presence
Ability to work in EST or Central time zones (or comfortably align with them for meetings)
Company
Chelsoft Solutions Co.
Inc. 5000 Fastest Growing Pvt. Companies in USA 5 yr Honoree; Ingrams 4yr Honoree; 2014 MBE Award Winner in State of KS
Founded in 2010
51-200 employees
H1B Sponsorship
Chelsoft Solutions Co. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (12)
2023 (21)
2022 (26)
2021 (18)
2020 (70)
Funding
Current Stage
Growth StageCompany data provided by crunchbase