Supervisor, Technology

Job Overview

Supervisor, Technology Support for the QTS Operation Support Center (OSC) manages a team of Technical Customer Service Representatives (TCSRs) in a 24/7 global operations environment. This role oversees incident tickets, phone queue, alarm monitoring, and technical support to ensure reliable, predictable service delivery.

• Establish knowledge and technical baseline for TCSRs and develop improvement plans
• Assess training needs, recommend objectives, and ensure completion
• Develop new or maintain existing support documentation and training plans
• Administer staff performance management and career development activities
• Manage required documentation and refine processes to support the team and enterprise
• Serve as a key escalation contact
• Answer phones and respond to customer requests
• Provide technical support and troubleshoot customer issues
• Respond to alarms and take appropriate action or escalation based on OSC policy
• Provide resolution or escalation for incidents per QTS Service Level Agreements
• Conduct basic troubleshooting and provide detailed notes when escalation is required
• Coordinate with upstream providers regarding issues, status, and changes
• Identify opportunities for value-added process improvement and patterns that may lead to issues
• Accountable for ticket status, follow‑through, resolution, and closure
• Create tickets in the Incident Management System (IMS) for all incoming requests and prioritize escalation as needed
• Follow up with customer inquiries not immediately resolved
• Work flexible hours, including holidays, to support 365 coverage

• AAS or BS degree in Computer Science, Management Information Systems, or 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 Service Now, Science Logic, or similar
• Proficiency with Microsoft Office Suite
• Knowledge of networking technologies and protocols (routing, switching, DNS, firewall)
• Must be able to obtain a Public Trust clearance if needed
• US Citizenship required due to federal contracts

• Three or more years of experience in data center, NOC, or managed services environments
• Two or more years of team lead or people management experience
• Two or more years of experience with Service Now or other ticketing software
• One or more years of experience with change and/or incident management ITIL V4 certification

• Team‑oriented, driven, and energetic with a focus on building capabilities
• Capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service
• Excellent verbal, written, and listening skills for technical and non‑technical audiences
• Strong analytical and critical thinking skills
• Independent, strong team player with ability to refocus quickly amid interruptions
• Thrive in a matrix organization and make informed decisions to implement goals

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with company match
• Flexible spending and Health Savings Account options
• Paid holidays and paid time off
• Paid volunteer days
• Employee assistance program
• Tuition assistance and parental leave
• Military leave assistance and a QTS scholarship for dependents
• Wellness program

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.

We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim. The "Know Your Rights" Poster includes Know Your Rights (English) and Know Your Rights (Spanish). The pay transparency policy is available. QTS is committed to providing reasonable accommodations to individuals with disabilities.