Triage and Support Supervisor (Night Shift)
On-site · Austin, Texas, United States
Job Summary
Triage and Support Supervisor (Night Shift) leads support teams to uphold a customer-centric culture, drives performance improvements via data analysis, process design, and training, and responds to major incidents within SLA timeframes. Responsibilities include coaching teams, managing escalations, staying current with cloud provider technologies, ensuring overnight maintenance, training and on-call support, incident communications, maintaining accurate policies and documentation, auditing data integrity across tools, developing ITSM workflows, managing shift coverage and timesheets, conducting performance reviews, and hands-on leadership in customer cases while maintaining technical knowledge.
Required Qualifications
- 2 years of technical and customer technical support supervisor experience
- 2 years’ experience managing a technical team
- Knowledge of ServiceNow and ITSM
- Windows/Linux/IBMi server OS
- Virtualization (VMware/Nutanix/Hyper-V)
- Server Hardware (Dell/HP)
- AWS/Azure
- Backup technologies
- WAN/LAN/SDWAN
- Firewalls
- Monitoring tools
- SAN storage hardware
- Authorized to work in the United States without visa sponsorship now or in the future.
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