Company
Operations
TriageandSupportSupervisor(NightShift)
“Triage and Support Supervisor (Night Shift). Skills: leading the support teams, driving performance improvement, customer service training, responding to major incidents, incident management, team management. assist in leading the support teams. drive performance improvement through data analysis, process design and implementation, and customer service training”
What You'll Achieve.
ensure that every customer interaction is upholding Lightedges’s customer-centric culture; drive performance improvement; inspiring and empowering the team; further propelling the satisfaction of our customers; Ensure completion of overnight maintenance and scheduled tasks; Ensure departmental policies, procedures, and documentation accurately reflect current practices.; Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates
Industry & Context.
data analysis; process design and implementation
flexible with working nights and weekends as needed, respond to major incidents within SLA timeframes, on-call responsibilities, Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
What They're Looking For.
Must Have
2 years of technical and customer technical support supervisor experience, 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.
Nice to Have
preferably with Data Center technologies or in a NOC environment
What You'll Do.
assist in leading the support teams
drive performance improvement through data analysis
process design and implementation
and customer service training
inspire and empower the team
propel the satisfaction of our customers
respond to major incidents within SLA timeframes
partner with the Manager of Triage and Support to help develop and coach the teams
ensure that escalations occur appropriately and consistently
ensure completion of overnight maintenance and scheduled tasks
support the teams by assisting in training
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
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
actively work customer cases while maintaining technical knowledge needed to function as a member of the team
How You'll Work.
Team & Collaboration
Partner with the Manager of Triage and Support to help develop and coach the teams; 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; 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; actively work customer cases while maintaining technical knowledge needed to function as a member of the team
Communication Scope
create and send incident notices and updates to internal and external customers
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