Job Description

Lightedge Solutions is seeking a Triage & Support Manager to lead Support teams, ensuring customer satisfaction through data analysis, process design, coaching, and training. The role involves leading a 24x7 team, managing incidents, and driving improvements in support operations.

Responsibilities

• Manage and develop a 24x7 Support team
• Lead regular meetings to review priorities
• Conduct 1:1 meetings with direct reports
• Create and maintain shift schedules
• Collaborate with the Training Team
• Act as Incident Manager during major incidents
• Serve as Problem Manager for RCA
• Oversee triage processes
• Lead support projects
• Develop and optimize ServiceNow Analytics
• Maintain ServiceNow Knowledge Articles
• Partner with Engineering and IT teams
• Drive ITIL best practices
• Implement process improvements

Requirements

• 5+ years of experience in Technical Support or Operations
• 2+ years in a management role
• Experience leading 24x7 support teams
• Strong understanding of ServiceNow
• Demonstrated ability to manage major incidents
• Exceptional communication and leadership skills
• Familiarity with ITIL and KCS
• Intermediate knowledge of server OS, virtualization, hardware, networks, firewalls, databases, and VPN technologies

Benefits

• No benefits