Triage and Support Supervisor, LightEdge Solutions
Night Shift
More information about location
Cloud hosting, colocation & consulting
Be an early applicant
Cloud hosting, colocation & consulting
201-500 employees
Be an early applicant
More information about location
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)
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future
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
- The initial training will be during dayshift hours and the permanent shift will be a nightshift (8p-5a Tuesday, Wednesday, Thursday, Friday, and Saturday nights)
- 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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 4 more jobs at LightEdge Solutions