Triage and Support Supervisor (Night Shift)
On-siteAustin, Texas, United States or Kansas City, Missouri, United States
Job Summary
Lead support teams to uphold customer-centric culture by driving performance improvement through data analysis, process design, and customer service training. Respond to all major incidents as the Communication Manager within SLA timeframes, creating and sending incident notices to internal and external customers. Ensure escalations occur appropriately, audit operational data integrity, and maintain shift coverage schedules while coordinating time off requests and approving timesheets. Conduct performance reviews, assist in training and team meetings, and develop workflows based on industry-standard ITSM frameworks. Stay abreast of current cloud provider technologies and lead by doing while actively working customer cases. Maintain technical knowledge across server operating systems, virtualization, storage, and network infrastructure to function effectively as a team member.
Required Qualifications
- 2 years of technical and customer technical support supervisor experience
- 2 years' experience managing a technical team
- Basic knowledge of, or 2 years' experience supporting and administering ServiceNow
- Basic knowledge of, or 2 years' experience supporting and administering Windows
- Basic knowledge of, or 2 years' experience supporting and administering Linux
- Basic knowledge of, or 2 years' experience supporting and administering IBMi server Operating Systems
- Basic knowledge of, or 2 years' experience supporting and administering Virtualization technologies
- Basic knowledge of, or 2 years' experience supporting and administering VMware
- Basic knowledge of, or 2 years' experience supporting and administering Nutanix
- Basic knowledge of, or 2 years' experience supporting and administering Hyper-V
- Basic knowledge of, or 2 years' experience supporting and administering Server Hardware
- Basic knowledge of, or 2 years' experience supporting and administering Dell
- Basic knowledge of, or 2 years' experience supporting and administering HP
- Basic knowledge of, or 2 years' experience supporting and administering AWS
- Basic knowledge of, or 2 years' experience supporting and administering Azure
- Basic knowledge of, or 2 years' experience supporting and administering Backup
- Basic knowledge of, or 2 years' experience supporting and administering Veeam
- Basic knowledge of, or 2 years' experience supporting and administering Commvault
- Basic knowledge of, or 2 years' experience supporting and administering Carbonite/eVault
- Basic knowledge of, or 2 years' experience supporting and administering WAN/LAN/SDWAN Networks
- Basic knowledge of, or 2 years' experience supporting and administering Firewalls
- Basic knowledge of, or 2 years' experience supporting and administering Cisco ASA
- Basic knowledge of, or 2 years' experience supporting and administering Fortigate
- Basic knowledge of, or 2 years' experience supporting and administering Sonicwall
- Basic knowledge of, or 2 years' experience supporting and administering Palo Alto
- Basic knowledge of, or 2 years' experience supporting and administering Monitoring
- Basic knowledge of, or 2 years' experience supporting and administering Zabbix
- Basic knowledge of, or 2 years' experience supporting and administering ScienceLogic
- Basic knowledge of, or 2 years' experience supporting and administering Nagios
- Basic knowledge of, or 2 years' experience supporting and administering File and SAN Storage hardware
- Basic knowledge of, or 2 years' experience supporting and administering Pure
- Basic knowledge of, or 2 years' experience supporting and administering NetApp
- Basic knowledge of, or 2 years' experience supporting and administering IBM
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future
- Must be flexible with working nights and weekends as needed
Desired Qualifications
- preferably with Data Center technologies
- preferably in a NOC environment
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