Support Lead

TrustNet Technologies; United States; On-site; USD 90,000 - 135,000; Full time

Job summary

TrustNet Technologies seeks a seasoned Support Lead to oversee steady-state operations for the watsonx evaluation solution. You will manage incidents, service requests, and SLA adherence while guiding monthly service reviews with clients and internal teams.

You will coordinate with IBM support, maintain runbooks, and drive improvements by identifying recurring issues and implementing efficient responses and process enhancements.

Qualifications

• 5+ years in IT application or managed-services support.
• 2+ years in a lead role.
• Hands-on experience with ServiceNow ITSM.
• Working knowledge of ITIL processes (ITIL 4 Foundation or higher).
• Strong client-facing communication and stakeholder management skills.

Responsibilities

• Lead steady-state support: incident, problem, request and change management for the watsonx solution.
• Track SLA performance (response, resolution, availability) and drive corrective action on any misses.
• Prepare and lead monthly service reviews covering SLA results, ticket trends, risks and improvement plans.
• Manage the support queue and escalation paths in ServiceNow; coordinate with IBM support as needed.
• Maintain runbooks, knowledge articles and the support handbook.
• Manage the transition from project delivery to operations, including handover and hypercare.
• Identify recurring issues and recommend service and platform improvements.

Skills

Leadership

SLA management

Client-facing communication

Incident & problem management

Stakeholder management

Education

ITIL Foundation

Tools

ServiceNow ITSM

Job description

Role summary. The Support Lead runs steady-state operations once the AI evaluation solution is live. You will manage incidents and service requests, hold the team to contracted SLAs, and lead monthly service reviews with TRS.

Key responsibilities

• Lead steady-state support: incident, problem, request and change management for the watsonx solution.
• Track SLA performance (response, resolution, availability) and drive corrective action on any misses.
• Prepare and lead monthly service reviews covering SLA results, ticket trends, risks and improvement plans.
• Manage the support queue and escalation paths in ServiceNow; coordinate with IBM support as needed.
• Maintain runbooks, knowledge articles and the support handbook.
• Manage the transition from project delivery to operations, including handover and hypercare.
• Identify recurring issues and recommend service and platform improvements.

Required qualifications

• 5+ years in IT application or managed-services support, including 2+ years in a lead role.
• Proven experience managing contractual SLAs and producing service reports.
• Hands-on experience with ServiceNow ITSM.
• Working knowledge of ITIL processes (ITIL 4 Foundation or higher).
• Strong client-facing communication and stakeholder management skills.

Preferred qualifications

• Experience supporting IBM watsonx, Cloud Pak for Data or other AI/data platforms.
• Experience supporting public-sector clients.

Qualification levels (years, certifications, tool names) are suggested defaults, since the source table listed responsibilities only; adjust to match the contract's personnel requirements.