Technology Support Supervisor

Who we are:

As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be. 

The Supervisor, Technology Support will primarily be responsible for managing the Technical Customer Service Representatives (TCSRs) of QTS’s Operation Support Center (OSC), managing tickets in the Incident Management System, managing phone queue, manning the phone queue, projecting a professional company image through phone interaction, monitoring of alarm board, and troubleshooting technical requests.

This position requires skills, motivation and experience to develop a highly functional team to deliver superior, predictable and reliable services in a dynamic global operations environment.  Leadership capabilities are required to establish the right balance of people and processes to meet the business objectives and expectations. This leadership role requires experience with decision making, interfacing with customers, vendors and key stakeholders, and prioritizing individual and team work efforts.

The Operations Support Center is a 7 x 24 x 365 organization, which means the position requires shift work.  The OSC staffs for business needs therefore your shift could change.

RESPONSIBILITIES, other duties may be assigned.

• Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement
• Assesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplished
• Develop new or maintain existing support documentation and training plans
• Administers staff performance management and career development activities
• Manage required documentation and refine processes as needed to support the team and enterprise
• Serve as a key point of escalation contact
• Answer phones and respond to customer requests
• Provide technical support to troubleshoot customer issues
• Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
• Provide resolution or escalation for incidents as required by QTS Service Level Agreements
• Conduct basic troubleshooting and provide detailed notes when escalation is required
• Ability to coordinate with upstream provider regarding issues, status, changes
• Thorough understanding of QTS products and services; strong familiarity with respective service catalogs
• Identifies opportunities for value-added process improvement
• Awareness of when to send customer communication based on impact to customer.
• Identify patterns that could potentially lead to issues and escalate or resolve as needed
• Accountable for status of created tickets, follow through, resolution, and closure
• Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
• Follow-up with customer inquiries not immediately resolved
• Ability to work flexible hours to include Holidays

BASIC QUALIFICATIONS

• AAS or BS degree in Computer Science, Management Information Systems, or other related field, or equivalent professional experience
• Four or more years of experience in a technical customer-focused role, preferably in a NOC or similar environment
• Experience with ticketing and monitoring platforms, such as ScienceLogic, ServiceNow, or similar applications
• Proficient with Microsoft Office Suite
• Knowledge of a broad array of systems and software troubleshooting
• Familiar with basic networking technologies and protocols, such as routing and switching, Domain Name Services (DNS), and Firewall technologies
• Must be able to obtain a Public Trust clearance if needed
• US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

• Three or more years of experience working in data center, NOC, or managed services environment
• Two or more years of team lead or people management experience
• Two or more years of experience working with ServiceNow or other ticketing software 
• One or more years of experience with change and/or incident management
• ITIL V4 certification

KNOWLEDGE, SKILLS AND ABILITIES

• Team-oriented, driven and energetic professional who enjoys building and growing capabilities within the business.
• Must be capable to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
• Ability to make reliable decisions during high-pressure situations
• Excellent verbal, written and listening skills in working with technical and non-technical people
• Strong analytical and critical thinking skills
• Ability to work independently as well being a strong team player
• Ability to work with frequent interruptions and refocus quickly
• Ability to work and thrive in a matrix organization
• Ability to make informative decisions to implement and carry out goals

TOTAL REWARDS

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is Bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.