Functional Support Team Leader (SaaS)

Position Summary

The Functional Support Team Lead is responsible for leading and managing a team of

Functional Consultants providing application support and managed services for customer

facing platforms such as Zendesk, CRM, CCaaS, telephony, and other SaaS solutions.

The Team Lead oversees day-to-day support operations, team workload and resource

allocation, SLA and KPI performance, quality, escalations, coaching, and continuous

improvement.

The role serves as the primary operational escalation point for the support team and works

closely with the Service Delivery Manager to ensure consistent service delivery, client

satisfaction, and achievement of agreed support objectives.

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and develop Functional Consultants within the support team.

• Assign and balance workloads based on ticket volume, priorities, skills, and

resource capacity.

• Monitor team attendance, availability, utilization, productivity, and workload.

• Conduct regular one-on-one coaching and performance discussions.

• Identify skill gaps and recommend appropriate training and development plans.

• Promote knowledge sharing, collaboration, accountability, and adherence to

support processes.

• Support performance management activities in coordination with the Service

Delivery Manager.

2. Support Operations & Service Delivery

• Oversee daily support operations and ensure tickets, incidents, and service

requests are managed effectively.

• Monitor team performance against agreed SLAs, KPIs, and operational targets.

• Review ticket queues, backlog, aging tickets, priorities, and workload distribution.

• Ensure proper ticket categorization, documentation, prioritization, and resolution.

• Identify potential SLA breaches and take proactive action to prevent service impact.

• Ensure support activities follow established processes, standards, and governance.

• Provide operational updates and performance insights to the Service Delivery

Manager.

3. Escalation & Incident Management

• Serve as the first-level escalation point for complex functional issues and customer

concerns.

• Review escalated tickets and provide guidance to Functional Consultants on

resolution approaches.

• Coordinate with technical teams, developers, vendors, and other support groups

when required.

• Support major incident management and ensure appropriate communication and

follow-up.

• Identify recurring incidents and initiate root cause analysis and corrective actions.

• Escalate significant operational, client, resource, or service risks to the Service

Delivery Manager.

4. Client & Stakeholder Management

• Support the Service Delivery Manager in maintaining strong client relationships.

• Participate in client meetings, service reviews, operational discussions, and

escalation calls when required.

• Provide functional and operational updates regarding incidents, support

performance, and improvement initiatives.

• Ensure client concerns are properly understood, addressed, and communicated to

the appropriate teams.

• Maintain professional and timely communication with internal and external

stakeholders.

5. Quality & Performance Management

• Monitor the quality and effectiveness of Functional Consultant support activities.

• Conduct regular ticket and case reviews to identify quality issues and coaching

opportunities.

• Monitor key support metrics including SLA compliance, resolution performance,

backlog, CSAT, and productivity.

• Identify performance trends and develop action plans to address gaps.

• Ensure compliance with support processes, documentation standards, and quality

requirements.

• Provide performance reports and recommendations to the Service Delivery

Manager.

6. Continuous Improvement & Knowledge Management

• Identify opportunities to improve support processes, workflows, and operational

efficiency.

• Analyze recurring issues, ticket trends, and support data to identify improvement

opportunities.

• Promote automation and system optimization where appropriate.

• Ensure knowledge articles, troubleshooting guides, and support documentation are

maintained.

• Drive knowledge-sharing sessions and best-practice sharing within the team.

• Support continuous service improvement initiatives led by the Service Delivery

Manager.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business

Information Systems, Engineering, or related field.

• 4–6 years of experience in Application Support, Functional Consulting, SaaS

Support, CRM, CCaaS, or Service Delivery.

• Minimum 2 years of experience in a Team Lead, Supervisor, or similar leadership

role.

• Experience managing support teams and day-to-day service operations.

• Experience with incident, request, escalation, and SLA management.

• Strong understanding of application support and troubleshooting.

• Strong client-facing and stakeholder management skills.

• Excellent communication, coaching, analytical, and problem-solving skills.

• Strong organizational skills with the ability to manage multiple priorities.

Preferred

• Experience supporting Zendesk, Salesforce, ServiceNow, Freshworks, Dynamics

365, Genesys, NICE, Five9, or similar platforms.

• Experience in Managed Services or IT Service Management environments.

• ITIL Foundation or equivalent certification.

• Experience with support reporting, dashboards, and service performance analysis.

• Knowledge of APIs, integrations, webhooks, and workflow automation.

• Experience supporting continuous improvement or service optimization initiatives.