Technology Orchestration and Support Supervisor

State of Oklahoma • Oklahoma City, OK

11d • Onsite

About The Position

As the Technology Orchestration and Support Supervisor with OMES you will enjoy: Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually. A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Position Summary
The Technology Orchestration and Support Supervisor directs the daily operations of the Technology Orchestration and Support team. This role balances direct technical support leadership with operational orchestration—driving rapid first-contact resolution, enforcing clean escalation boundaries, managing team performance, and maintaining robust ticket documentation for system-wide pattern recognition and proactive incident management.

Requirements

• 4 years of customer service or IT support experience, including 3 years of IT-related technical, lead, or supervisory experience; OR A Bachelor’s degree from an accredited college or university in Information Technology, Computer Science, or a related field; OR An equivalent combination of education, technical experience, and demonstrated leadership capability.
• Calm, empathetic customer service skills paired with the ability to explain complex technical fixes in plain language.
• Practical knowledge covering operating system troubleshooting (Windows/macOS/mobile), hardware provisioning, multi-factor authentication, password resets, and user access permissions.
• High proficiency with remote support tools (e.g., BeyondTrust/Bomgar) and a working understanding of Virtual Private Networks, Wi-Fi, Domain Name System, and network connectivity.
• Ability to manage high ticket volumes and simultaneous communications under pressure while leveraging internal documentation to solve unfamiliar issues independently.

Nice To Haves

• Previous experience in a lead or supervisory role guiding IT support teams.
• Industry certifications (e.g., CompTIA A+, ITIL Foundation, CCNA).
• Hands-on experience with ServiceNow systems and enterprise remote support tools.
• Background in an enterprise or public sector IT operations environment.

Responsibilities

• Direct rapid triage, diagnosis, and resolution of endpoint, identity, and connectivity issues across Windows, macOS, and mobile environments, ensuring minimal unnecessary handoffs to domain teams.
• Maintain strict operational boundaries between first-line support and deep engineering; ensure clean, well-documented handoffs to secondary teams for complex incidents or recurring anomalies.
• Enforce rigorous documentation standards within ServiceNow (or equivalent platforms) to guarantee high ticket quality, Service Level Agreement compliance, and actionable trend data.
• Serve as the primary point of contact for customer escalations, managing complex issues to resolution with composure and empathy.
• Regularly evaluate workflows, remote tools, and knowledge base articles to boost resolution efficiency and cut operational costs.
• Manage daily team scheduling, work assignments, and digital time sheet approvals.
• Conduct routine quality assurance audits on calls, chats, and tickets; track and publish team metrics against established targets.
• Lead team onboarding, conduct technical and customer service training, and mentor staff to support ongoing career development.
• Assist leadership with recruiting, hiring, performance evaluations, salary recommendations, and disciplinary actions.
• Act as a central liaison between end users, technical groups, and agency leadership.

Benefits

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level