Triage and Support Supervisor; Night Shift

Triage and Support Supervisor (Night Shift)

Join to apply for the Triage and Support Supervisor (Night Shift) role at Lightedge

The primary responsibility of the Triage and Support Supervisor is to assist in leading the support teams to ensure that every customer interaction upholds Lightedge’s customer‑centric culture. You will also drive performance improvement through data analysis, process design, implementation, and customer service training. Success in this position will result in inspiring and empowering the team while further propelling customer satisfaction.

This individual must be flexible with working nights and weekends as needed and respond to major incidents within SLA time frames. This position reports to the Manager of Support and Triage.

• Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences.
• Ensure that escalations occur appropriately and consistently.
• Stay abreast of current cloud provider technologies.
• Ensure completion of overnight maintenance and scheduled tasks.
• Support the teams by assisting in training, team meetings, and on‑call responsibilities.
• Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers.
• Ensure departmental policies, procedures, and documentation accurately reflect current practices and develop changes or modifications when appropriate.
• Audit and maintain the integrity of operations‑centric data in all tools and systems, including proper closure of tickets/tasks with updates.
• Assist with the development of workflows and procedures for the team based on industry standard ITSM framework.
• Maintain shift coverage schedule for employees, including coordinating coverage for time‑off requests and approving timesheets.
• Conduct performance reviews for team members.
• Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team.

• 2 years of technical and customer technical support supervisor experience, preferably with Data Center technologies or in a NOC environment.
• 2 years’ experience managing a technical team.
• Basic knowledge of, or 2 years’ experience supporting and administering any of the following:
• Service Now (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, Science Logic, Nagios, etc)
• File and SAN Storage hardware (Pure, Net App, IBM)
• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting