Lead, Technology Support Operations

QTS Data Centers; Suwanee (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Matching

Paid holidays and time off

Volunteer days

Tuition assistance

Job summary

QTS Data Centers in Suwanee, GA is seeking a Supervisor, Technology Support to lead the Technical Customer Service Representatives at the Operations Support Center. You will manage tickets, monitor alarms, handle escalations, and ensure reliable service across 7x24 operations.

The role requires a BS in CS or MIS (or equivalent), 4+ years in a tech customer-focused role, experience with ScienceLogic or ServiceNow, and US citizenship for federal contracts.

Qualifications

• AAS or BS degree in Computer Science, MIS, or related field, or equivalent professional experience.
• Four or more years in a technical customer-focused role, preferably in a NOC or similar environment.
• Experience with ticketing and monitoring platforms such as ScienceLogic or ServiceNow.
• Proficiency with Microsoft Office Suite.
• Knowledge of networking fundamentals (routing, switching, DNS, firewall).
• US citizenship required by law due to federal contracts.
• Must be able to obtain Public Trust clearance if needed.

Responsibilities

• Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement.
• Assess staff training needs and cross-training to ensure job performance; set objectives.
• Develop and maintain support documentation and training plans.
• Administer staff performance management and career development activities.
• Manage documentation and refine processes to support the team and enterprise.
• Serve as a key point of escalation contact and coordinate with providers.
• Answer phones and respond to customer requests; troubleshoot technical issues.

Skills

NOC experience

Ticketing systems

Microsoft Office

Networking basics

Customer service

Public Trust eligibility

US citizenship

Education

AAS or BS in CS/MIS or related

Tools

ScienceLogic

ServiceNow

Job description

QTS Data Centers in Suwanee, GA is seeking a Supervisor, Technology Support to lead the Technical Customer Service Representatives at the Operations Support Center. You will manage tickets, monitor alarms, handle escalations, and ensure reliable service across 7x24 operations.

The role requires a BS in CS or MIS (or equivalent), 4+ years in a tech customer-focused role, experience with ScienceLogic or ServiceNow, and US citizenship for federal contracts.