Tech Orchestration & Support Lead

090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV; Oklahoma City (OK); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Generous leave

Benefits package

Public sector benefits

Job summary

The State of Oklahoma's OMES is seeking a Technology Orchestration and Support Supervisor to lead the daily operations of the Technology Orchestration and Support team. This role balances technical leadership with operational orchestration, driving rapid first-contact resolution and maintaining thorough ticket documentation.

You will oversee scheduling, coaching, onboarding, and performance management, and serve as the primary liaison between end users, technical groups, and agency leadership.

Qualifications

• 4 years of customer service or IT support experience, including 3 years in lead/supervisory roles.
• Bachelor’s degree in IT, CS, or related field, or an equivalent combination of education and experience.
• Hands-on experience with enterprise remote support tools and IT operations.

Responsibilities

• Triage and first-line resolution for endpoint, identity, and connectivity issues across Windows, macOS, and mobile environments.
• Escalation and boundary management between first-line and engineering teams; ensure clear handoffs for complex incidents.
• Enforce high-quality ticket documentation and SLA compliance in ServiceNow or equivalent.
• Lead coaching, onboarding, scheduling, and performance management for the IT support team.

Skills

Customer service

IT support

Lead supervision

Communication

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

BeyondTrust

Bomgar

Job description

The State of Oklahoma's OMES is seeking a Technology Orchestration and Support Supervisor to lead the daily operations of the Technology Orchestration and Support team. This role balances technical leadership with operational orchestration, driving rapid first-contact resolution and maintaining thorough ticket documentation.

You will oversee scheduling, coaching, onboarding, and performance management, and serve as the primary liaison between end users, technical groups, and agency leadership.