Supervisor, Technology Support (2ND SHIFT)
On-siteSuwanee, Georgia, United States
Job Summary
Manage the Technical Customer Service Representatives in the Operation Support Center by establishing technical baselines, assessing training needs, and administering performance management. Monitor alarm boards, troubleshoot technical requests, and respond to customer inquiries via phone while projecting a professional company image. Create tickets in the Incident Management System for incoming requests, escalate issues according to priority, and coordinate with upstream providers to resolve incidents per Service Level Agreements. Identify patterns that could lead to issues and implement value-added process improvements. This 7 x 24 x 365 role requires shift work with potential schedule changes and US Citizenship.
Required Qualifications
- AAS or BS degree in Computer Science, Management Information Systems, or other related field, or equivalent professional experience
- Four or more years of experience in a technical customer-focused role, preferably in a NOC or similar environment
- Experience with ticketing and monitoring platforms, such as ScienceLogic, ServiceNow, or similar applications
- Proficient with Microsoft Office Suite
- Knowledge of a broad array of systems and software troubleshooting
- Familiar with basic networking technologies and protocols, such as routing and switching, Domain Name Services (DNS), and Firewall technologies
- Must be able to obtain a Public Trust clearance if needed
- US Citizenship for this position is required by law due to federal customer contracts
- Team-oriented, driven and energetic professional who enjoys building and growing capabilities within the business
- Must be capable to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
- Ability to make reliable decisions during high-pressure situations
- Excellent verbal, written and listening skills in working with technical and non-technical people
- Strong analytical and critical thinking skills
- Ability to work independently as well being a strong team player
- Ability to work with frequent interruptions and refocus quickly
- Ability to work and thrive in a matrix organization
- Ability to make informative decisions to implement and carry out goals
- Ability to work flexible hours to include Holidays
Desired Qualifications
- Three or more years of experience working in data center, NOC, or managed services environment
- Two or more years of team lead or people management experience
- Two or more years of experience working with ServiceNow or other ticketing software
- One or more years of experience with change and/or incident management
- ITIL V4 certification
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