Technology Orchestration and Support Supervisor

okgov; United States; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Generous leave

Comprehensive benefits

Job summary

090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV seeks a Technology Orchestration and Support Supervisor to lead daily IT support operations in a full-time role. The position focuses on rapid triage, documented handoffs, and proactive incident management while guiding the team to maintain high ticket quality and SLA compliance.

Responsibilities include steering service delivery, coaching staff, and acting as the primary liaison for customer escalations.

Qualifications

• 4 years of customer service or IT support experience.
• 3 years of IT-related technical, lead, or supervisory experience.
• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination.

Responsibilities

• Direct daily operations of the Technology Orchestration and Support team.
• Provide rapid triage and first-line resolution for endpoint, identity, and connectivity issues across Windows, macOS, and mobile environments.
• Maintain strict escalation boundaries and well-documented handoffs to deeper teams.
• Enforce high-quality tickets in ServiceNow and ensure SLA compliance.
• Serve as primary point of contact for customer escalations and drive issues to resolution.

Skills

Customer service

IT support

Leadership

Team management

Education

Bachelor's degree in IT/CS

Equivalent combination of education and experience

Tools

ServiceNow

Enterprise remote support tools

ITIL Foundation

CCNA

Job description

Technology Orchestration and Support Supervisor

Posting by 090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank. Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

September 29, 2026

Full/Part-Time

Full time

Job Type

Regular

Compensation

Salary up to: $75,000.00 based on skills and experience.

Job Description

As the Technology Orchestration and Support Supervisor with OMES you will enjoy: Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually. A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job Details

Full-time 40-hour work weeks.

Position Summary

The Technology Orchestration and Support Supervisor directs the daily operations of the Technology Orchestration and Support team. This role balances direct technical support leadership with operational orchestration-driving rapid first-contact resolution, enforcing clean escalation boundaries, managing team performance, and maintaining robust ticket documentation for system-wide pattern recognition and proactive incident management.

Key Responsibilities

• Operations & Service Delivery
• Triage & First-Line Resolution: Direct rapid triage, diagnosis, and resolution of endpoint, identity, and connectivity issues across Windows, macOS, and mobile environments, ensuring minimal unnecessary handoffs to domain teams.
• Escalation & Boundary Management: Maintain strict operational boundaries between first-line support and deep engineering; ensure clean, well-documented handoffs to secondary teams for complex incidents or recurring anomalies.
• ITSM & Ticket Quality: Enforce rigorous documentation standards within ServiceNow (or equivalent platforms) to guarantee high ticket quality, Service Level Agreement compliance, and actionable trend data.
• Customer Escalation: Serve as the primary point of contact for customer escalations, managing complex issues to resolution with composure and empathy.
• Continuous Improvement: Regularly evaluate workflows, remote tools, and knowledge base articles to boost resolution efficiency and cut operational costs.
• Team Leadership & Management
• Supervision & Operations: Manage daily team scheduling, work assignments, and digital time sheet approvals.
• Performance & QA: Conduct routine quality assurance audits on calls, chats, and tickets; track and publish team metrics against established targets.
• Coaching & Onboarding: Lead team onboarding, conduct technical and customer service training, and mentor staff to support ongoing career development.
• Personnel Management: Assist leadership with recruiting, hiring, performance evaluations, salary recommendations, and disciplinary actions.
• Stakeholder Bridge: Act as a central liaison between end users, technical groups, and agency leadership.
• Essential Competencies & Knowledge
• Customer De-Escalation & Communication: Calm, empathetic customer service skills paired with the ability to explain complex technical fixes in plain language.
• Endpoint & Identity Management: Practical knowledge covering operating system troubleshooting (Windows/macOS/mobile), hardware provisioning, multi-factor authentication, password resets, and user access permissions.
• Networking & Remote Diagnostics: High proficiency with remote support tools (e.g., BeyondTrust/Bomgar) and a working understanding of Virtual Private Networks, Wi-Fi, Domain Name System, and network connectivity.
• Prioritization & Problem-Solving: Ability to manage high ticket volumes and simultaneous communications under pressure while leveraging internal documentation to solve unfamiliar issues independently.

Education & Experience Requirements

• 4 years of customer service or IT support experience, including 3 years of IT-related technical, lead, or supervisory experience; OR
• A Bachelor's degree from an accredited college or university in Information Technology, Computer Science, or a related field; OR
• An equivalent combination of education, technical experience, and demonstrated leadership capability.

Valued Qualifications & Certifications

• Previous experience in a lead or supervisory role guiding IT support teams.
• Industry certifications (e.g., CompTIA A+, ITIL Foundation, CCNA).
• Hands-on experience with ServiceNow systems and enterprise remote support tools.
• Background in an enterprise or public sector IT operations environment.

Physical & Environmental Requirements

• Standard office environment requiring extended computer and telephone use.
• Ability to lift up to 35 lbs (endpoint hardware) and perform basic equipment setup.
• Standard 40-hour work week with occasional flexibility or local travel required.

Other Duties

This job description