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Why join Safeguard Global?
We want to help you
“Work in Any Way” - that makes time for family, commitments, and life outside, so that you can have the best of both worlds. When you own what you do and are driven to deliver, you have the flexibility to decide where and how you work.
Our roles aren’t just remote and hybrid first—they break free from the traditional ways of doing things, paving a way for
A Job That Works for You.
The role in a nutshell:
The primary responsibilities of the Head of Support is to lead a team mixed of enthusiastic Application Support Leads, Seniors and Analysts. You will utilize your communication skills and technical understanding to liaise between wider teams and stakeholders. Ultimately, you will ensure that our products, applications and systems work correctly at all times. This role oversees daily support operations, manages escalations, implements best practices, and ensures system reliability and customer satisfaction across the full application landscape, including during modernization and transition initiatives.
How you will make a difference:
- Manage, mentor, and motivate a team of application support analysts/engineers.
- Oversee scheduling, training, and professional development of the team.
- Oversee support for both legacy monolithic applications and newly developed applications, ensuring stability and reliability across all platforms.
- Manage and improve support processes during transitions from monolithic to modern architectures.
- Collaborate with development and IT teams to ensure smooth onboarding and ongoing support for new application deployments.
- Maintain in-depth knowledge of both legacy systems and new technologies to facilitate effective troubleshooting and support.
- Serve as the escalation point for complex application issues.
- Ensure timely resolution of incidents and perform root cause analysis for recurring problems.
- Continuously improve the incident management process to minimize downtime and impact.
- Drive initiatives to provide quicker responses and faster resolution on client tickets.
- Focus on improving SLA, TAT (Turnaround Time) and meeting or exceeding customer expectations.
- Act as the primary point of contact for business users regarding application issues.
- Maintain high levels of customer satisfaction through effective communication and problem resolution.
- Develop, implement, and refine support processes, procedures, and documentation.
- Drive continuous improvement initiatives for support workflows and incident management.
- Liaise with development, infrastructure, and business teams to ensure seamless support and transition of new or updated applications.
- Participate in project meetings to provide support input and impact assessments.
- Track and report on key performance indicators (KPIs) such as SLA adherence, ticket resolution times, and customer satisfaction.
- Prepare regular reports for IT leadership and other stakeholders.
- Support change and release management processes, including testing, deployment, and post-release support.
- Ensure all supported applications comply with relevant regulations and internal security policies.
What will give you an advantage:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 5+ years of experience in application support or IT support roles, with at least 3 years in a supervisory or managerial capacity.
- Strong understanding of software application architecture, including both legacy monolithic and modern applications.
- Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).
- Familiarity with incident, problem, and change management frameworks (e.g., ITIL).
- Excellent leadership, communication, and interpersonal skills.
- Ability to work under pressure and manage multiple priorities
Who we are and what we do:
Safeguard Global is….Global! With offices worldwide, we help 1500+ companies hire, manage, and pay employees in 170+ countries. It's all about people! Join us to meet diverse folks, explore new cultures, and connect with amazing folks from around the globe.
Our Global Benefits - Autonomy & Flexibility (Work in Any Way): Be supported with as much flexibility as possible.
- Bonding Leave: Enjoy paid leave to bond with your new family member.
- 2 Charitable Days: Contribute to causes you believe in.
- Reward & Recognition Program: Be rewarded for your success and championing our values.
- Corporate bonus/SIP: All Guardians are eligible for our annual bonus scheme or sales incentive plan.
Why become a Guardian: - International Environment: Grow your network internationally and collaborate across the world. Interact, discover cultures, and tap into local expertise.
- Our Culture: We emphasize the people factor in everything we do. Our nurturing culture ensures your ideas reach our leaders and your contributions get the recognition they deserve.
- Learning: We support your continuous growth by providing access to 2 learning platforms, where you can learn at your own pace.
Next Steps: To apply, please click on the following link. We wish you the best with your application. Our Guardian promise to you is to keep in touch to arrange the next stage should your application meet the position's requirements, and or a gentle update if you have been unsuccessful at this time.
Welcome to the Future of Work!
At Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.
