Manager of Triage & Support

Lightedge Solutions is seeking a Manager of Triage & Support to lead the Support teams and ensure customer interactions uphold Lightedge's customer-centric culture. The successful candidate will drive performance improvement through data analysis, process design, coaching, and customer service training.

Requirements

• 5+ years of progressive experience in Technical Support, Service Desk, NOC, or Infrastructure Operations, including 2+ years in a management role.
• Proven experience leading 24x7 support teams or shifts in a Managed Services Provider (MSP) or Cloud/Infrastructure environment.
• Strong understanding of ServiceNow Cases, Requests/Service Catalog Requests, Incidents, and Changes
• Demonstrated ability to manage major incidents and perform detailed root cause and trend analyses.
• Exceptional communication, problem-solving, and leadership skills.
• Familiarity with ITIL, KCS, and continuous improvement methodologies.
• Intermediate knowledge supporting some or all of the following areas: ServiceNow, Server Operating Systems, IBM Operations, Virtualization Technologies, Server Hardware Platforms, LAN/WAN Networks, Firewalls and Security, Web Services, Databases, VPN Technologies, Load Balancers

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship