Job Description

The Triage & Support Manager will lead Support teams to ensure customer satisfaction, drive performance improvement through data analysis, process design, coaching, and customer service training. This role requires leadership, operational oversight, ServiceNow administration, and collaboration to enhance efficiency and customer experience.

Responsibilities

• Manage and develop 24x7 Support teams
• Lead regular meetings to review priorities
• Conduct 1:1 and skip-level meetings
• Create and maintain shift schedules
• Collaborate with Training Team for training programs
• Act as Incident Manager during major incidents
• Serve as Problem Manager for RCA
• Oversee triage processes and SLA adherence
• Lead support projects
• Develop and optimize ServiceNow Analytics
• Maintain ServiceNow Knowledge Base
• Partner with Engineering and IT teams
• Drive ITIL best practices
• Implement process improvements
• Drive Alerting improvements

Requirements

• 5+ years of progressive experience in Technical Support, Service Desk, NOC, or Infrastructure Operations
• 2+ years in a management role
• Experience leading 24x7 support teams in an MSP or Cloud environment
• Strong understanding of ServiceNow Cases, Requests, Incidents, and Changes
• Understanding of CSDM/CMDB model
• Ability to manage major incidents and perform root cause analysis
• Exceptional communication, problem-solving, and leadership skills
• Familiarity with ITIL, KCS, and continuous improvement methodologies
• Intermediate knowledge of Server Operating Systems, IBM Operations, Virtualization Technologies, Server Hardware Platforms, LAN/WAN Networks, Firewalls, Web Services, Databases, VPN Technologies, and Load Balancers

Benefits

• No benefits