Supervisor, Technology

Overview

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 the phone queue, projecting a professional company image through phone interaction, monitoring the alarm board and troubleshooting technical requests. The position requires skills, motivation and experience to develop a highly functional team that delivers 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 business objectives and expectations. The OSC is a 7×24×365 organization, which means the position requires shift work, including holidays.

• Establish knowledge and technical baseline for TCSRs in the OSC and develop improvement plans.
• Assess the need for staff training and cross‑training, recommend specific training objectives, and ensure training is completed.
• Develop new or maintain existing support documentation and training plans.
• Administer 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, providing technical support to troubleshoot 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.
• Coordinate with upstream provider regarding issues, status, and changes.
• Possess a thorough understanding of QTS products and services, and strong familiarity with respective service catalogs.
• Identify opportunities for value‑added process improvement.
• Determine when to send customer communication based on impact to customer.
• Identify patterns that could potentially lead to issues and either resolve or elevate them accordingly.
• Be accountable for ticket status, follow‑through, resolution, and closure.
• Create tickets in the Incident Management System (IMS) application for all incoming requests and appropriately escalated issues.
• Follow up with customer inquiries that are not immediately resolved.
• Be flexible to work hours, including holidays.

• 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 Science Logic, Service Now, or similar applications.
• Proficiency with Microsoft Office Suite.
• Knowledge of a broad array of systems and software troubleshooting.
• Familiarity 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.
• U.S. citizenship required by law due to federal customer contracts.

• 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 with Service Now or other ticketing software.
• One or more years of experience with change and/or incident management following ITILV4 certification.

• Team‑oriented, driven and energetic professional who enjoys building and growing capabilities within the business.
• Capable of handling 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.
• Independent worker, but also a strong team player.
• Ability to work…