Triage and Support Supervisor

Position:
Triage and Support Supervisor (Night Shift)

Company:
Lightedge

Location:
United States (Des Moines, Iowa / Austin, Texas / Kansas City, Missouri / Lenexa, KS / Omaha, Nebraska)

Employment type:
On-site

Short Summary:
The primary responsibility of the Triage and Support Supervisor is to assist in leading the support teams to ensure that every customer interaction upholds Lightedge’s customer-centric culture. This role involves driving performance improvement through data analysis, process design, and customer service training.

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
- Ensure departmental policies, procedures, and documentation accurately reflect current practices
- Audit and maintain integrity of operations-centric data in all tools and systems
- Assist with the development of workflows and procedures for the team
- Maintain shift coverage schedule for employees
- Conduct performance reviews for team members
- Lead by doing, and actively work customer cases

Requirement:
- 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: ServiceNow, Windows, Linux, IBMi server Operating Systems, Virtualization technologies, Server Hardware, AWS/Azure Backup, WAN/LAN/SDWAN Networks, Firewalls, Monitoring, File and SAN Storage hardware

Benefits:
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
- Use of AI tools to support parts of the hiring process.