Job Overview
Role: Lead Supervisor, Operations. Category: Operations. Location: Lahore (Ibex 1) Plot no. 7, Aitchison Street 1KM Thokar Niaz Baig, Raiwind Road Lahore, PK. Employment Type: Full Time. Date Posted: 2026-06-09. Application Deadline: 2026-06-14.
Overview
We are seeking a detail-oriented and technically proficient Lead Supervisor – Operations to manage Technical Support teams within a SaaS environment. This role operates at a second-line leadership level, overseeing Team Leads and ensuring smooth, scalable support operations.
The Role:
You will be responsible for driving service delivery excellence, maintaining operational stability, and representing performance metrics to internal and external stakeholders. This role requires strong command over support operations, technical troubleshooting environments, and the ability to translate operational data into meaningful client-facing insights.
As a frontline leader, you will guide your team through troubleshooting scenarios that require analysis of multiple systems, data points, and workflows. You will operate on problems of moderate to high complexity, exercising sound judgment within defined procedures to drive timely and accurate resolutions. Your leadership will ensure consistent service delivery, strong customer experience, and continuous operational improvement.
Responsibilities
- Lead Team Leads: Manage and develop Team Leads, ensuring consistent leadership, performance accountability, and capability building across teams.
- Drive Operations: Ensure smooth end-to-end support operations, SLA adherence, backlog control, and proactive risk mitigation.
- Client & Stakeholder Management: Should be able to represent operations in client reviews (WBR/MBR), present performance insights, and manage escalations with clear communication.
- Performance & Reporting: Own metrics governance; analyze trends across SLA, CSAT, FCR, and backlog to drive data-backed improvements.
- Technical Oversight: Act as escalation point for complex SaaS issues (APIs, integrations, workflows) and ensure effective RCA and resolution
- Cross-Functional Alignment: Collaborate with Product, Engineering, and DevOps to resolve systemic issues and support releases
- Process Optimization: Identify inefficiencies and drive improvements through automation, standardization, and scalable workflows
- Quality & Governance: Ensure adherence to SOPs, quality benchmarks, and audit frameworks across all teams
Qualifications
- 3–5 years in Technical Support [Product/ Service Desk-IT] within a SaaS environment
- 1–3 years in a team lead / supervisory role
- Bachelor’s degree in Business, IT, Computer Science, or a related field
Technical Skills:
- Strong understanding of SaaS architecture, APIs, integrations, and web technologies
- Experience with troubleshooting tools (logs analysis, monitoring tools, ticketing systems like Zendesk/Jira)
- Familiarity with databases (SQL basics), REST APIs, and system workflows
- Understanding of incident management, problem management, and escalation framework
Core Skills:
- Strong analytical and structured problem-solving abilities
- Excellent communication skills (technical and non-technical stakeholders)
- Ability to manage high-pressure situations and critical incidents
- Data-driven decision-making and reporting capability
Preferred:
- Exposure to DevOps environments, cloud platforms (AWS, Azure, GCP)
- Experience with automation, scripting, or process optimization
- ITIL or similar service management framework knowledge
Key Responsibilities
- Lead Team Leads: Manage and develop Team Leads, ensuring consistent leadership, performance accountability, and capability building across teams.
- Drive Operations: Ensure smooth end-to-end support operations, SLA adherence, backlog control, and proactive risk mitigation.
- Client & Stakeholder Management: Should be able to represent operations in client reviews (WBR/MBR), present performance insights, and manage escalations with clear communication.
- Performance & Reporting: Own metrics governance; analyze trends across SLA, CSAT, FCR, and backlog to drive data-backed improvements.
- Technical Oversight: Act as escalation point for complex SaaS issues (APIs, integrations, workflows) and ensure effective RCA and resolution
- Cross-Functional Alignment: Collaborate with Product, Engineering, and DevOps to resolve systemic issues and support releases
- Process Optimization: Identify inefficiencies and drive improvements through automation, standardization, and scalable workflows
- Quality & Governance: Ensure adherence to SOPs, quality benchmarks, and audit frameworks across all teams
Eligibility / Qualification Required:
- 3–5 years in Technical Support [Product/ Service Desk-IT] within a SaaS environment
- 1–3 years in a team lead / supervisory role
- Bachelor’s degree in Business, IT, Computer Science, or a related field
Technical Skills:
- Strong understanding of SaaS architecture, APIs, integrations, and web technologies
- Experience with troubleshooting tools (logs analysis, monitoring tools, ticketing systems like Zendesk/Jira)
- Familiarity with databases (SQL basics), REST APIs, and system workflows
- Understanding of incident management, problem management, and escalation framework
Core Skills:
- Strong analytical and structured problem-solving abilities
- Excellent communication skills (technical and non-technical stakeholders)
- Ability to manage high-pressure situations and critical incidents
- Data-driven decision-making and reporting capability
Preferred:
- Exposure to DevOps environments, cloud platforms (AWS, Azure, GCP)
- Experience with automation, scripting, or process optimization
- ITIL or similar service management framework knowledge
How to Apply:
Apply online using the official IBEX application link below.
Apply Now