Supervisor, Technology Support (2ND SHIFT)

TheSupervisor, Technology Supportwill 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 improvementAssesses the need for staff training and cross-training to ensure successful job performance, recommends specific training objectives, and ensures training has been accomplishedDevelop new or maintain existing support documentation and training plansAdministers staff performance management and career development activitiesManage required documentation and refine processes as needed to support the team and enterpriseServe as a key point of escalation contactAnswer phones and respond to customer requestsProvide technical support to troubleshoot customer issuesRespond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policyProvide resolution or escalation for incidents as required by QTS Service Level AgreementsConduct basic troubleshooting and provide detailed notes when escalation is requiredAbility to coordinate with upstream provider regarding issues, status, changesThorough understanding of QTS products and services; strong familiarity with respective service catalogsIdentifies opportunities for value-added process improvementAwareness of when to send customer communication based on impact to customer.Identify patterns that could potentially lead to issues and escalate or resolve as neededAccountable for status of created tickets, follow through, resolution, and closureCreate tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and typeFollow-up with customer inquiries not immediately resolvedAbility to work flexible hours to include HolidaysBASIC QUALIFICATIONSAAS or BS degree in Computer Science, Management Information Systems, or other related field, or equivalent professional experienceFour or more years of experience in a technical customer-focused role, preferably in a NOC or similar environmentExperience with ticketing and monitoring platforms, such as ScienceLogic, ServiceNow, or similar applicationsProficient with Microsoft Office SuiteKnowledge of a broad array of systems and software troubleshootingFamiliar with basic networking technologies and protocols, such as routing and switching, Domain Name Services (DNS), and Firewall technologiesMust be able to obtain a Public Trust clearance if neededUS Citizenship for this position is required by law due to federal customer contractsPREFERRED QUALIFICATIONSThree or more years of experience working in data center, NOC, or managed services environmentTwo or more years of team lead or people management experienceTwo or more years of experience working with ServiceNow or other ticketing softwareOne or more years of experience with change and/or incident managementITIL V4 certificationKNOWLEDGE, SKILLS AND ABILITIESTeam-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 demeanorAbility to make reliable decisions during high-pressure situationsExcellent verbal, written and listening skills in working with technical and non-technical peopleStrong analytical and critical thinking skillsAbility to work independently as well being a strong team playerAbility to work with frequent interruptions and refocus quicklyAbility to work and thrive in a matrix organizationAbility to make informative decisions to implement and carry out goalsTOTAL REWARDSThis role is also eligible for a competitive bene?ts package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; ?exible 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 bene?ts.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) (http://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)Know Your Rights (Spanish)The pay transparency policy is available here:Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)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 talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.It's exhilarating to find yourself at a pivotal moment in history- and even more so to be leading the way. 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. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.At QTS, we arePowered by People. Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we're achieving remarkable things and shaping the future of digital infrastructure.And we'd like to invite you to join us.In addition to a variety of benefit packages, QTS goes above and beyond for our employees:Roth and Traditional 401(k) matching contributions with immediate vestingEvery employee is bonus or commission eligibleGenerous PTO, Paid Volunteer Days Plus Floating HolidaysStock Purchase Plan (SPP)11 paid Holidays Annually/Holiday compensation when workedPet and Legal InsuranceQ-Rest Sabbatical ProgramQ-Anniversary Service Award ProgramParental Leave for primary and secondary caregiversMilitary Benefits PackageQTS Charitable Matching Gift ProgramQTS Scholarship for Employee DependentsQTS Crisis FundWellness ProgramTuition Reimbursement Program