Job Description

The Triage and Support Supervisor leads support teams to ensure customer-centric interactions, driving performance improvement through data analysis, process design, implementation, and customer service training. This role requires flexibility for nights and weekends and responding to major incidents within SLA timeframes.

Responsibilities

• Develop and coach teams to deliver exceptional customer experiences
• Ensure appropriate and consistent escalations
• Stay abreast of current cloud provider technologies
• Ensure completion of overnight maintenance and scheduled tasks
• Support teams through training, meetings, and on-call responsibilities
• Respond to major incidents as Communication Manager
• Ensure departmental policies and documentation reflect current practices
• Audit and maintain operations-centric data
• Assist with workflow and procedure development
• Maintain shift coverage schedule
• Conduct performance reviews
• Actively work customer cases

Requirements

• 2 years of technical and customer technical support supervisor experience
• 2 years’ experience managing a technical team
• Basic knowledge 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, and File and SAN Storage hardware

Benefits

• No benefits