Technology Orchestration & Support Lead

State of Oklahoma; Oklahoma; On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Vacation leave

Sick leave

Paid holidays

Benefits package

Insurance premium assistance

Job summary

The State of Oklahoma is seeking a Technology Orchestration and Support Supervisor to direct daily operations for the Technology Orchestration and Support team.

You will balance direct technical leadership with operational orchestration—driving rapid first-contact resolution, enforcing clean escalation boundaries, and maintaining robust ticket documentation for system-wide pattern recognition and proactive incident management.

Qualifications

• 4 years of customer service or IT support experience, including 3 years in IT leadership or supervision.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Equivalent combination of education, technical experience, and leadership capability.

Responsibilities

• Triage, diagnose, and resolve endpoint, identity, and connectivity issues across Windows, macOS, and mobile devices, ensuring minimal handoffs.
• Maintain strict boundaries between first-line support and engineering; ensure well-documented handoffs for complex incidents.
• Enforce rigorous ticket documentation in ServiceNow and ensure SLA compliance and actionable trend data.
• Serve as primary point of contact for customer escalations and drive resolution.
• Lead team onboarding, coaching, and performance evaluations; manage scheduling and time-sheet approvals.

Skills

Customer service

IT support

Leadership

Team supervision

Communication

Education

Bachelor’s degree in Information Technology/Computer Science

Tools

ServiceNow

BeyondTrust

Bomgar

Job description

The State of Oklahoma is seeking a Technology Orchestration and Support Supervisor to direct daily operations for the Technology Orchestration and Support team.

You will balance direct technical leadership with operational orchestration—driving rapid first-contact resolution, enforcing clean escalation boundaries, and maintaining robust ticket documentation for system-wide pattern recognition and proactive incident management.