Triage and Support Supervisor (Night Shift)

Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences

Ensure that escalations occur appropriately and consistently

Stay abreast of current cloud provider technologies

Ensure completion of overnight maintenance and scheduled tasks

Support the teams by assisting in training, team meetings, and on-call responsibilities

Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers

Ensure departmental policies, procedures, and documentation accurately reflect current practices. Develop changes and/or modifications when appropriate

Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates

Assist with the development of workflows and procedures for team based on industry standard ITSM framework

Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets

Conduct performance reviews for team members

Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team