Manager of Triage & Support

Manager of Triage & Support

Lightedge Solutions is developing IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private / dedicated platforms, Lightedge has been successful in offering businesses alternatives that streamline operations, improve reliability, and reduce costs.

If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change daily, then Lightedge can offer you a dynamic corporate environment built on teamwork and personal responsibility.

The primary responsibility of the Triage & Support Manager is to lead the Support teams to ensure that every customer interaction is upholding Lightedge's customer-centric culture. They will also drive performance improvement through data analysis, process design, coaching, and customer service training. Success in this position will result in inspiring and empowering the team, while further propelling the satisfaction of our customers.

Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule. This position reports to the Director of Operational Excellence.

If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!

Leadership & Team Management

• Manage and develop a team of 24x7 Support Supervisors, Support Engineers, Premier Support Engineers, Support Technicians, Triage Technicians, and Shift Supervisors staffed for both day and night coverage.
• Lead regular stand-up and tactical meetings to review priorities, open incidents / escalations, and operational performance.
• Conduct weekly 1 : 1 meetings with direct reports and skip-level meetings as needed to ensure communication and alignment.
• Create, maintain, and post shift schedules ensuring adequate coverage across all time zones and platforms.
• Collaborate with the Lightedge Training Team to maintain a robust and evolving training program for Support and Triage staff.
• Be a decision maker for Operations Support.

Operational Oversight

ServiceNow Administration & Analytics

Collaboration & Process Improvement

Qualifications

Technical Experience

Performance Metrics