Team Lead, Frontline Support & Services

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

The Team

This role joins the Enterprise Technology group and plays a critical part in realizing our vision to support business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader Technology, Data & Intelligence organization in the mission to “Accelerate Okta’s Scale and Growth”.

The Opportunity

As a team lead on the Enterprise Technology - Support Operations team, you will be responsible for leading a team of Business Application Administrators in overseeing Okta’s Go-To-Market Technology, primarily Salesforce and integrated applications. You will manage the day-to-day operations of the Frontline Support and Services team, ensuring daily operational excellence and the swift resolution of production incidents and configuration requests in line with established SLAs. The ideal candidate will have extensive experience on the Salesforce platform, ServiceNow or similar ITSM tools, excellent leadership skills, and a commitment to operational excellence.

Essential Duties and Responsibilities

Leadership and Incident Management:

• Lead and motivate the Frontline Support and Services team to function as a high performing team
• Provide support and guidance to the team to remove obstacles and mitigate risks
• Actively troubleshoot and resolve issues while participating in the Frontline Support and Services (FSS) on-call rotation.

Performance Management:

• Monitor team performance and provide reports using relevant dashboards.
• Manage team member allocation, shifting resources to ensure 24/5 availability

Cross Functional Collaboration:

• Work with team members across L2 and L3 within Support Operations to ensure effective ticket resolution
• Refine processes to ensure a smooth handoff of issues that require escalation

Documentation and Automation:

• Lead our Knowledge Centered Service program to ensure the team is generating documentation that can be used by GTMAssist, our AI Slackbot to resolve incidents
• Document operational process for team members to create a consistent approach to ways of working

Drive Automation using AI:

• Identify use cases for AI and work with teams to implement automation
• Cultivate an environment of innovation within the team, encouraging members to explore and implement new AI features, Salesforce features, integrations, and technologies
• Encourage the team to participate in bi-annual hackathons and fix-it days to showcase innovation

Security and Compliance:

• Collaborate with the security and compliance teams to ensure that Salesforce applications adhere to organizational security policies and industry regulations
• Participate in regular audits to identify and address security vulnerabilities

Skills and Experience

• 7+ years of experience in the IT space, with 3+ years of experience managing a team of administrators, business system analysts, developers or consultants focused on the Salesforce ecosystem
• Deep understanding of the Salesforce ecosystem, and experience with enterprise grade SaaS applications - ServiceNow, Jira, Confluence, Github etc.
• Experience working in a global or multi-location environment, effectively collaborating with teams across different time zones and cultural backgrounds
• Experience coaching and developing employees to meet career objectives
• Track record of fostering innovation within the team, encouraging creative problem-solving, and implementing forward-thinking solutions
• A comprehensive understanding of compliance requirements, ensuring all processes adhere to relevant industry standards and regulations (ex. SOX Compliance)
• Demonstrated commitment to staying updated on industry trends, emerging technologies, and best practices within the Salesforce ecosystem
• Proven ability to integrate new technologies and methodologies into existing processes to drive continuous improvement
• Capacity to handle pressure, adapt to changing circumstances, and maintain focus on objectives despite setbacks
• Strong interpersonal skills that enable them to influence and drive consensus among diverse groups
• Excellent communication skills and executive presentation abilities
• Strong organizational and time management skills, ensuring you plan ahead and achieve goals and milestones on time

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