The primary responsibility of the Triage and Support Supervisor is to assist in leading the support teams to ensure that every customer interaction is upholding Lightedges’s customer-centric culture. You will also drive performance improvement through data analysis, process design and implementation, and customer service training. Success in this position will result in inspiring and empowering the team, while further propelling the satisfaction of our customers.
This individual must be flexible with working nights and weekends as needed and respond to major incidents within SLA timeframes. This position reports to the Manager of Support and Triage.
Responsibilities
Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences
Ensure that escalations occur appropriately and consistently
Stay abreast of current cloud provider technologies
Ensure completion of overnight maintenance and scheduled tasks
Support the teams by assisting in training, team meetings, and on-call responsibilities
Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers
Ensure departmental policies, procedures, and documentation accurately reflect current practices. Develop changes and/or modifications when appropriate
Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates
Assist with the development of workflows and procedures for team based on industry standard ITSM framework
Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets
Conduct performance reviews for team members
Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team
Education and Experience
2 years of technical and customer technical support supervisor experience, preferably with Data Center technologies or in a NOC environment
2 years’ experience managing a technical team
Basic knowledge of, or 2 years’ experience supporting and administering any of the following:
ServiceNow (Incident, Event, Case, Interactions, Publications, Configuration Management, etc)
Windows, Linux, and/or IBMi server Operating Systems
Virtualization technologies (VMware, Nutanix, or Hyper-V)
Server Hardware (Dell or HP)
AWS/Azure
Backup (Veeam, Commvault, and Carbonite/eVault)
WAN/LAN/SDWAN Networks
Firewalls (Cisco ASA, Fortigate, Sonicwall, Palo Alto)
Monitoring (Zabbix, ScienceLogic, Nagios, etc)
File and SAN Storage hardware (Pure, NetApp, IBM)
Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
