Technology Orchestration & Support Lead

Oklahoma AG; Oklahoma City (OK); On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Vacation & sick leave

11 paid holidays

Comprehensive benefits

Job summary

The Technology Orchestration and Support Supervisor at the State of Oklahoma OMES leads the day-to-day operations of the support team, driving rapid first-contact resolution and documented escalation boundaries.

Responsibilities include coaching staff, managing schedules, ensuring ticket quality in ServiceNow, and serving as the primary liaison for customer escalations while pursuing continuous improvements.

Qualifications

• 4 years of customer service or IT support experience, including 3 years in a lead or supervisory role.
• Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent combination.
• Experience with ITSM processes and incident management.
• Knowledge of Windows, macOS, and mobile device support.

Responsibilities

• Triage & first-line resolution for endpoint, identity, and connectivity issues across Windows/macOS/mobile.
• Escalation & boundary management with engineering; document handoffs for complex issues.
• Enforce high-quality ticketing in ITSM systems and ensure SLA compliance.
• Act as primary contact for customer escalations and drive issues to resolution.

Skills

Customer service

IT support

Supervisory experience

Team leadership

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Remote support tools

ITIL

Job description

The Technology Orchestration and Support Supervisor at the State of Oklahoma OMES leads the day-to-day operations of the support team, driving rapid first-contact resolution and documented escalation boundaries.

Responsibilities include coaching staff, managing schedules, ensuring ticket quality in ServiceNow, and serving as the primary liaison for customer escalations while pursuing continuous improvements.