Triage and Support Supervisor (Night Shift)
On-site · Des Moines, Iowa, United States
Job Summary
Triage and Support Supervisor leads and coaches support teams to deliver exceptional customer experiences, drives performance improvement through data analysis and ITSM-enabled processes, oversees overnight maintenance, and handles major incidents on night shifts. The role requires night/weekend flexibility, incident communications leadership, training support, and maintaining up-to-date operational documentation while supervising a technical team in a Des Moines, IA environment. Must have hands-on technical knowledge across cloud, virtualization, servers, networks, and monitoring tools to act as a hands-on member of the team.
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 any of the following: ServiceNow (Incident, Event, Case, Interactions, Publications, Configuration Management, etc), Windows, Linux, and/or IBMi server Operating Systems, Virtualization technologies (VMware, Nutanix, or Hyper-V), Server Hardware (Dell or HP), AWS/Azure, Backup (Veeam, Commvault, and Carbonite/eVault), WAN/LAN/SDWAN Networks, Firewalls (Cisco ASA, Fortigate, Sonicwall, Palo Alto), Monitoring (Zabbix, ScienceLogic, Nagios, etc), File and SAN Storage hardware (Pure, NetApp, IBM)
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