Supervisor, Technology Support (2ND SHIFT)

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

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 phone queue, manning the phone queue, projecting a professional company image through phone interaction, monitoring of alarm board, and troubleshooting technical requests. This position requires skills, motivation and experience to develop a highly functional team to deliver 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 the business objectives and expectations. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts. The Operations Support Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs therefore your shift could change.

Responsibilities

• Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement
• Assess the need for staff training and cross‑training to ensure successful job performance, recommend training objectives, and ensure training has been accomplished
• 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
• Provide technical support to troubleshoot customer issues
• Respond to alarms and take appropriate action to correct the problem or elevate based on 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, changes
• Have thorough understanding of QTS products and services; 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 lead to issues and either resolve or elevate as needed
• Accountable for status of created tickets, follow through, resolution, and closure
• Create tickets in the Incident Management System (IMS) for all incoming requests and prioritize and type‑elevate issues accordingly
• Follow up with customer inquiries not immediately resolved
• Work flexible 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, DNS, and firewall technologies
• Must be able to obtain a Public Trust clearance if needed
• US 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
• ITIL V4 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
• Make reliable decisions during high‑pressure situations
• Excellent verbal, written and listening skills when working with technical and non‑technical people
• Strong analytical and critical thinking skills
• Work independently and as a strong team player
• Work with frequent interruptions and refocus quickly
• Work and thrive in a matrix organization
• Make informative decisions to implement and carry out goals

Total Rewards

• Medical, dental, vision, life and disability insurance
• 401(k) retirement plan with matching
• Flexible spending and HSA accounts
• Paid holidays and paid time off
• Paid volunteer days
• Employee assistance program
• Tuition assistance
• Parental leave and military leave assistance
• QTS scholarship for dependents
• Wellness program and other company benefits
• Bonus or commission eligible

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, 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.

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e‑mail to [e-mail] and let us know the nature of your request and your contact information.