Technology Orchestration and Support Supervisor

Technology Orchestration and Support Supervisor Agency

090 OFFICE OF MANAGEMENT AND ENTERPRISE SERV

IS-CS

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

September 29, 2026

Full time

Regular

Salary up to: $75,000.00 based on skills and experience.

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

The Technology Orchestration and Support Supervisor directs the daily operations of the Technology Orchestration and Support team. This role balances direct technical support leadership with operational orchestration—driving rapid first-contact resolution, enforcing clean escalation boundaries, managing team performance, and maintaining robust ticket documentation for system-wide pattern recognition and proactive incident management.

Operations & Service Delivery

• Triage & First-Line Resolution:
  Direct rapid triage, diagnosis, and resolution of endpoint, identity, and connectivity issues across Windows, macOS, and mobile environments, ensuring minimal unnecessary handoffs to domain teams.
• Escalation & Boundary Management:
  Maintain strict operational boundaries between first-line support and deep engineering; ensure clean, well-documented handoffs to secondary teams for complex incidents or recurring anomalies.
• ITSM & Ticket Quality:
  Enforce rigorous documentation standards within Service Now (or equivalent platforms) to guarantee high ticket quality, Service Level Agreement compliance, and actionable trend data.
• Customer Escalation:
  Serve as the primary point of contact for customer escalations, managing complex issues to resolution with composure and empathy.
• Continuous Improvement:
  Regularly evaluate workflows, remote tools, and knowledge base articles to boost resolution efficiency and cut operational costs.

Team Leadership & Management

• Supervision & Operations:
  Manage daily team scheduling, work assignments, and digital time sheet approvals.
• Performance & QA:
  Conduct routine quality assurance audits on calls, chats, and tickets; track and publish team metrics against established targets.
• Coaching & Onboarding:
  Lead team onboarding, conduct technical and customer service training, and mentor staff to support ongoing career development.
• Personnel Management:
  Assist leadership with recruiting, hiring, performance evaluations, salary recommendations, and disciplinary actions.
• Stakeholder Bridge:
  Act as a central liaison between end users, technical groups, and agency leadership.

• Customer De-Escalation & Communication:
  Calm, empathetic customer service skills paired with the ability to explain complex technical fixes in plain language.
• Endpoint & Identity Management:
  Practical knowledge covering operating system troubleshooting (Windows/macOS/mobile), hardware provisioning, multi-factor authentication, password resets, and user access permissions.
• Networking & Remote Diagnostics:
  High proficiency with remote support tools (e.g., Beyond Trust/Bomgar) and a working understanding of Virtual Private Networks, Wi‑Fi, Domain Name System, and network connectivity.
• Prioritization & Problem‑Solving:
  Ability to manage high ticket volumes and simultaneous communications under pressure while leveraging internal documentation to solve unfamiliar issues independently.