Triage and Support Supervisor, LightEdge Solutions
Night Shift
Cloud hosting, colocation & consulting
Posted today
Cloud hosting, colocation & consulting
201-500 employees
Posted today
201-500 employees
Company mission
To create and capture opportunities for our clients through the right solutions targeting the right problems.
Role
Who you are
- 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:
- ServiceNow (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, ScienceLogic, Nagios, etc)
- File and SAN Storage hardware (Pure, NetApp, IBM)
What the job involves
- The primary responsibility of the Triage and Support Supervisor is to assist in leading the support teams to ensure that every customer interaction is upholding Lightedges’s customer-centric culture
- You will also drive performance improvement through data analysis, process design and implementation, and customer service training
- Success in this position will result in inspiring and empowering the team, while further propelling the satisfaction of our customers
- This individual must be flexible with working nights and weekends as needed and respond to major incidents within SLA timeframes
- 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. Develop changes and/or modifications when appropriate
- Audit and maintain 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 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
Our take
Founded in 1996, LightEdge Solutions is a leader in public cloud and enterprise IT technology solutions, with a focus on private, public, hybrid and multicloud colocation. Its solutions help companies connect to the cloud at a faster pace and with less hassle. It has supported more than 1300 large organisations through 12 data centres in 8 US markets.
With its solid rooting in the industry and the experience to match, it’s no surprise that LightEdge’s offerings have grown to include a full suite of digitisation solutions. From IT infrastructure optimisation to bolstering cybersecurity, Lightedge benefits from catering to a wide range of enterprise needs.
Since its buyout by GI Partners in 2021, LightEdge has embarked on a series of acquisitions itself. With four companies bought since 2021, it has stepped up successfully into this new portfolio role - and these acquisitions should keep LightEdge stable and ripe for further growth for a long time to come.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Apr 2004
$5m
GROWTH EQUITY VC
Total funding: $5m
Company benefits
- Health, Vision & Dental
- Life & Long-Term Disability Insurance
- 401(K) Match
- PTO, Sick/Personal Time & 10 Paid Holidays
- Paid Maternity, Paternity & Adoption Leave
Company HQ
Downtown Des Moines, Des Moines, IA
Leadership
Jim Masterson
(CEO & President)Previously SVP of Sales and Marketing for Terabeam, and VP of Applications and Marketing at Rhythms NetConnections. Was also an Executive Director for U S WEST.
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