Global IT Support Supervisor

United States·San Franciscomid

OtherSupervisor

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Quick Summary

Key Responsibilities

In collaboration with the IT Operations Lead,

Requirements Summary

This position has one opening and can be hired in the following preferred office locations: San Francisco,

Technical Tools

OtherSupervisor

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.

We're building a more trustworthy Internet. Come join us.

*Job posting may close early due to the volume of applicants.

The Global IT Support Supervisor is the driving force behind our world-class technical support team. This role is dedicated to empowering a geographically distributed team to deliver seamless, high-touch technical assistance to our global workforce. You are a hands-on people-first leader who thrives on building high-performance cultures, mentoring technical talent, and ensuring that our support operations are efficient, scalable, and empathetic. Your success is defined by the growth of your team members and the satisfaction of the employees we serve.

Responsibilities

~1 min read

→In collaboration with the IT Operations Lead, oversee daily activities to ensure the swift resolution of incidents and service requests
→Monitor ticket queues and workload distribution across regions to ensure no single point of failure and a balanced team load
→Act as the primary operational escalation point for service delays, VIP satisfaction, and cross-functional communication
→Ensure high standards of service delivery are maintained across all offices, shifts, and remote teams
→Monitor and report on key metrics including ticket volume, resolution speed, SLA compliance, and user feedback.
→Conduct regular 1:1s, performance reviews, and career development sessions to ensure continuous growth for every team member.

5-8+ years of on-hands experience in fast paced global IT Support & Service Desk environments
6+ years of direct people management experience, with 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.

Demonstrated experience in systems engineering and automation
Experience supporting AV Conference Rooms such as Zoom Rooms globally

Requirements

~1 min read

This position has one opening and can be hired in the following preferred office locations:

San Francisco, CA/USA

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

This position may require travel as required by your role or requested by your manager.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The estimated salary range for this position is $105,740.00 - $126,888.00.

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in Fastly’s equity and discretionary bonus programs.

What We Offer

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We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026, we offer 12 paid local holidays, 12 paid company wellness days.

All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901.

Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.