Supervisor, Technology Support

Quality Technology Services•Suwanee, GA

10d•Onsite

About The Position

The Supervisor, Technology Support will primarily be responsible for managing the Technical Customer Service Representatives (TCSRs) of QTS’s Operation Support Center (OSC), managing tickets in the Incident Management System, managing phone queue, manning the phone queue, projecting a professional company image through phone interaction, monitoring of alarm board, and troubleshooting technical requests. This position requires skills, motivation and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic global operations environment. Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts. The Operations Support Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs therefore your shift could change.

Requirements

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

Nice To Haves

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

Responsibilities

Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement
Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished
Develop new or maintain existing support documentation and training plans
Administers staff performance management and career development activities
Manage required documentation and refine processes as needed to support the team and enterprise
Serve as a key point of escalation contact
Answer phones and respond to customer requests
Provide technical support to troubleshoot customer issues
Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
Provide resolution or escalation for incidents as required by QTS Service Level Agreements
Conduct basic troubleshooting and provide detailed notes when escalation is required
Ability to coordinate with upstream provider regarding issues, status, changes
Thorough understanding of QTS products and services; strong familiarity with respective service catalogs
Identifies opportunities for value-added process improvement
Awareness of when to send customer communication based on impact to customer.
Identify patterns that could potentially lead to issues and escalate or resolve as needed
Accountable for status of created tickets, follow through, resolution, and closure
Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
Follow-up with customer inquiries not immediately resolved
Ability to work flexible hours to include Holidays