Supervisor, Technology Support (2ND SHIFT)

QTS Realty Trust; Georgia; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid holidays

Paid time off

Tuition assistance

Wellness program

Employee assistance program

Job summary

QTS Realty Trust is seeking a Supervisor, Technology Support to lead the Technical Customer Service Representatives in the Operations Support Center. You will manage tickets, monitor the phone queue, and ensure timely, reliable technical support for customers on a 24/7 basis.

The role requires leadership, deep troubleshooting, and cross‑training to build a capable team. Shift work including holidays is required in this dynamic global operations environment.

Qualifications

• AAS or BS in CS, MIS, or related field or equivalent experience.
• 4+ years in a technical customer-focused role (NOC preferred).
• Experience with ticketing and monitoring platforms (ScienceLogic, ServiceNow).
• Proficient with Microsoft Office Suite.
• Knowledge of networking basics (DNS, routing, switching, firewall).
• Ability to obtain Public Trust clearance if needed.
• US citizenship required by federal contracts.

Responsibilities

• Establish knowledge baseline for TCSRs in OSC and create improvements.
• Assess staff training needs and coordinate cross-training.
• Maintain support docs and training plans.
• Manage staff performance and career development.
• Escalation contact and ticket management in IMS.
• Answer phones and provide technical customer support.
• Respond to alarms per OSC policy and escalate when needed.
• Ensure SLAs are met with proper incident resolution.
• Create and follow up tickets; document status and closure.

Skills

Customer service

Troubleshooting

Communication

Team leadership

Documentation

Networking basics

Education

AAS/BS in CS or IS

Tools

ScienceLogic

ServiceNow

Office 365

Job description

Overview

The Supervisor, Technology Support will primarily be responsible for managing the Technical Customer Service Representatives (TCSRs) of QTS’s Operation Support Center (OSC), managing tickets in the Incident Management System, managing the phone queue, projecting a professional company image through phone interaction, monitoring the alarm board and troubleshooting technical requests. The position requires skills, motivation and experience to develop a highly functional team that delivers superior, predictable and reliable services in a dynamic global operations environment. Leadership capabilities are required to establish the right balance of people and processes to meet business objectives and expectations. The OSC is a 7×24×365 organization, which means the position requires shift work, including holidays.

Responsibilities

• Establish knowledge and technical baseline for TCSRs in the OSC and develop improvement plans.
• Assess the need for staff training and cross‑training, recommend specific training objectives, and ensure training is completed.
• Develop new or maintain existing support documentation and training plans.
• Administer staff performance management and career development activities.
• Manage required documentation and refine processes as needed to support the team and enterprise.
• Serve as a key point of escalation contact.
• Answer phones and respond to customer requests, providing technical support to troubleshoot issues.
• Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy.
• Provide resolution or escalation for incidents as required by QTS Service Level Agreements.
• Conduct basic troubleshooting and provide detailed notes when escalation is required.
• Coordinate with upstream provider regarding issues, status, and changes.
• Possess a thorough understanding of QTS products and services, and strong familiarity with respective service catalogs.
• Identify opportunities for value‑added process improvement.
• Determine when to send customer communication based on impact to customer.
• Identify patterns that could potentially lead to issues and either resolve or elevate them accordingly.
• Be accountable for ticket status, follow‑through, resolution, and closure.
• Create tickets in the Incident Management System (IMS) application for all incoming requests and appropriately escalated issues.
• Follow up with customer inquiries that are not immediately resolved.
• Be flexible to work hours, including holidays.

Basic Qualifications

• AAS or BS degree in Computer Science, Management Information Systems, or related field, or equivalent professional experience.
• Four or more years of experience in a technical customer‑focused role, preferably in a NOC or similar environment.
• Experience with ticketing and monitoring platforms such as ScienceLogic, ServiceNow, or similar applications.
• Proficiency with Microsoft Office Suite.
• Knowledge of a broad array of systems and software troubleshooting.
• Familiarity with basic networking technologies and protocols, such as routing and switching, Domain Name Services (DNS), and Firewall technologies.
• Must be able to obtain a Public Trust clearance if needed.
• U.S. citizenship required by law due to federal customer contracts.

Preferred Qualifications

• Three or more years of experience working in data center, NOC, or managed services environment.
• Two or more years of team lead or people‑management experience.
• Two or more years of experience with ServiceNow or other ticketing software.
• One or more years of experience with change and/or incident management following ITILV4 certification.

Knowledge, Skills, and Abilities

• Team‑oriented, driven and energetic professional who enjoys building and growing capabilities within the business.
• Capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.
• Ability to make reliable decisions during high‑pressure situations.
• Excellent verbal, written and listening skills in working with technical and non‑technical people.
• Strong analytical and critical‑thinking skills.
• Independent worker, but also a strong team player.
• Ability to work with frequent interruptions and refocus quickly.
• Comfortable working in a matrix organization.
• Ability to make informative decisions to implement and carry out goals.

Total Rewards

• Competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program; and other company benefits.
• Bonus eligibility.

Equal Employment Opportunity Statement

We conform to all laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply to all of our job openings. We are an equal‑opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, genetic information & testing, family and medical leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim. The "Know Your Rights" poster is included here: Know Your Rights (English) and Know Your Rights (Spanish). The pay transparency policy is available here: Pay Transparency Nondiscrimination Poster.