Triage and Support Supervisor (Night Shift)

Lightedge; Des Moines (IA); On-site; USD 70,000 - 90,000; Full time

Job summary

Lightedge seeks a Triage and Support Supervisor to lead support teams in delivering customer-centric service, drive performance via data analysis, process design, and training, and report to the Manager of Support and Triage.

You will work nights and weekends as needed, manage escalations, stay current with cloud technologies, and uphold SLA commitments while developing workflows and maintaining accurate ITSM documentation.

Qualifications

• 2 years of technical and customer technical support supervisor experience.
• 2 years' experience managing a technical team.
• Experience with ServiceNow (Incident, Event, Case, Interactions, etc.).
• Experience with Windows, Linux or IBMi server operating systems.
• Experience with virtualization technologies (VMware, Nutanix, or Hyper-V).
• Experience with server hardware (Dell or HP).
• Experience with AWS/Azure.
• Experience with backup solutions (Veeam, Commvault, Carbonite/eVault).
• Experience with WAN/LAN/SD-WAN networks.
• Experience with firewalls (Cisco ASA, Fortigate, Sonicwall, Palo Alto).
• Experience with monitoring (Zabbix, ScienceLogic, Nagios, etc.).
• Experience with File and SAN storage hardware (Pure, NetApp, IBM).
• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

Responsibilities

• Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences
• Ensure that escalations occur appropriately and consistently
• Stay abreast of current cloud provider technologies
• Ensure completion of overnight maintenance and scheduled tasks
• Support the teams by assisting in training, team meetings, and on-call responsibilities
• Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers
• Ensure departmental policies, procedures, and documentation accurately reflect current practices. Develop changes and/or modifications when appropriate
• Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates
• Assist with the development of workflows and procedures for team based on industry standard ITSM framework
• Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets
• Conduct performance reviews for team members
• Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team

Skills

Technical support leadership

Team management

ITSM knowledge

Tools

ServiceNow

Windows

Linux

IBMi

VMware

Nutanix

Hyper-V

Dell/HP Server Hardware

AWS

Azure

Veeam

Commvault

Carbonite/eVault

WAN/LAN/SDWAN

Cisco ASA

Fortigate

Sonicwall

Palo Alto

Zabbix

ScienceLogic

Nagios

Pure

NetApp

IBM

Job description

The primary responsibility of the Triage and Support Supervisor is to assist in leading the support teams to ensure that every customer interaction is upholding Lightedges’s customer-centric culture. You will also drive performance improvement through data analysis, process design and implementation, and customer service training.Success in this position will result in inspiring and empowering the team, while further propelling the satisfaction of our customers.

This individual must be flexible with working nights and weekends as needed and respond to major incidents within SLA timeframes. This position reports to the Manager of Support and Triage.

Responsibilities

• Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences
• Ensure that escalations occur appropriately and consistently
• Stay abreast of current cloud provider technologies
• Ensure completion of overnight maintenance and scheduled tasks
• Support the teams by assisting in training, team meetings, and on-call responsibilities
• Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers
• Ensure departmental policies, procedures, and documentation accurately reflect current practices. Develop changes and/or modifications when appropriate
• Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates
• Assist with the development of workflows and procedures for team based on industry standard ITSM framework
• Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets
• Conduct performance reviews for team members
• Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team

Education and Experience

• 2 years of technical and customer technical support supervisor experience, preferably with Data Center technologies or in a NOC environment
• 2 years' experience managing a technical team
• Basic knowledge of, or 2 years' experience supporting and administering any of the following:
• ServiceNow (Incident, Event, Case, Interactions, Publications, Configuration Management, etc)
• Windows, Linux, and/or IBMi server Operating Systems
• Virtualization technologies (VMware, Nutanix, or Hyper-V)
• Server Hardware (Dell or HP)
• AWS/Azure
• Backup (Veeam, Commvault, and Carbonite/eVault)
• WAN/LAN/SDWAN Networks
• Firewalls (Cisco ASA, Fortigate, Sonicwall, Palo Alto)
• Monitoring (Zabbix, ScienceLogic, Nagios, etc)
• File and SAN Storage hardware (Pure, NetApp, IBM)
• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.