Supervisor, Technology

Position: Supervisor, Technology Support
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.

** RESPONSIBILITIES** , other duties may be assigned.

+ 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

** BASIC QUALIFICATIONS*
* + 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 Science Logic, Service Now, 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

** PREFERRED QUALIFICATIONS*
* + 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 Service Now or other ticketing software

+ One or more years of experience with change and/or incident management

+ ITIL V4 certification

** KNOWLEDGE,

SKILLS AND ABILITIES

*
* + 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

** TOTAL REWARDS*
* This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible…