Supervisor, Technology

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.

• Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement
• Assess the need for staff training and cross‑training to ensure successful job performance, recommend training objectives, and ensure training has been accomplished
• 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
• Provide technical support to troubleshoot customer issues
• Respond to alarms and take appropriate action to correct the problem or elevate based on 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, changes
• Have thorough understanding of QTS products and services; 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 lead to issues and either resolve or elevate as needed
• Accountable for status of created tickets, follow through, resolution, and closure
• Create tickets in the Incident Management System (IMS) for all incoming requests and prioritize and type‑elevate issues accordingly
• Follow up with customer inquiries not immediately resolved
• Work flexible 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, DNS, and firewall technologies
• Must be able to obtain a Public Trust clearance if needed
• US 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
• ITIL V4 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
• Make reliable decisions during high‑pressure situations
• Excellent verbal, written…