Supervisor, Technology Support

About the role

At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers' most strategic growth initiatives, positioning us as a global leader in digital infrastructure. As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good.

Responsibilities

• Establish knowledge and technical baseline for TCSRs in the OSC and establish plans for improvement
• Afford the need for staff training and cross-training to ensure successful job performance, recommend specific training objectives, and ensure training has been accomplished
• Administer 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
• Coordinate with upstream providers regarding issues, status, and changes
• Identify opportunities for value-added process improvement
• Identify patterns that could potentially lead to issues and escalate or resolve as needed
• 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

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
• Ability 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

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.
• The 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.