Job Description

The Triage and Support Supervisor leads support teams to ensure customer satisfaction, drives performance improvement through data analysis and training, and responds to major incidents. This role requires night and weekend flexibility and reports to the Manager of Support and Triage.

Responsibilities

• Develop and coach teams for exceptional customer experiences
• Ensure appropriate escalation handling
• Stay updated on cloud provider technologies
• Complete overnight maintenance and scheduled tasks
• Assist with training, meetings, and on-call duties
• Manage incident communication as Communication Manager
• Maintain and update departmental policies and documentation
• Audit and maintain data integrity in tools and systems
• Develop workflows based on ITSM framework
• Manage shift coverage and timesheets
• Conduct performance reviews
• Handle customer cases and maintain technical knowledge

Requirements

• 2 years of technical and customer support supervisor experience (Data Center/NOC preferred)
• 2 years of technical team management experience
• Basic knowledge of ServiceNow, Windows/Linux/IBMi, Virtualization, Server Hardware, AWS/Azure, Backup, WAN/LAN/SDWAN, Firewalls, Monitoring, and File/SAN Storage
• Authorized to work in the United States without visa sponsorship

Benefits

• No benefits