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Lightedge · 1 day ago

Manager of Triage & Support

Des Moines, IA

Full-time

Onsite

Mid, Senior Level

5+ years exp

Lightedge Solutions is developing IT solutions that will propel businesses forward over the next 10 years. The primary responsibility of the Triage & Support Manager is to lead the Support teams to ensure that every customer interaction upholds Lightedge’s customer-centric culture while driving performance improvement through data analysis, process design, coaching, and customer service training.

Cloud ManagementInformation TechnologyInternetWireless

Responsibilities

Manage and develop a team of 24x7 Support Supervisors, Support Engineers, Premier Support Engineers, Support Technicians, Triage Technicians, and Shift Supervisors staffed for both day and night coverage

Lead regular stand-up and tactical meetings to review priorities, open incidents escalations, and operational performance

Conduct weekly 1:1 meetings with direct reports and skip-level meetings as needed to ensure communication and alignment

Create, maintain, and post shift schedules ensuring adequate coverage across all time zones and platforms

Collaborate with the Lightedge Training Team to maintain a robust and evolving training program for Support and Triage staff

Be a decision maker for Operations Support

Act as on-call Incident Manager during Major Incidents, providing real-time coordination, communication, and leadership

Serve as Problem Manager post-major incident to drive Root Cause Analysis (RCA), documentation, and follow-up actions

Oversee triage processes to ensure incidents, cases, and requests are handled efficiently and within SLA targets

Lead and support participation in Product, Support, and internal cross department Lightedge projects that impact support operations

Ensure support SLA adherence

Develop, maintain, and optimize ServiceNow Analytics, Dashboards, and Lists to measure performance, workload, and SLA compliance

Maintain ServiceNow Knowledge Articles as acting librarian for the Operations Support Knowledge Base (KB), ensuring all support levels adhere to KCS (Knowledge-Centered Service) principles

Ensure that all Incidents, Cases, and Requests are properly categorized and documented within ServiceNow

Partner with Platform Engineering, Security, Public Cloud, and IT teams to resolve complex customer issues and identify systemic improvements

Drive the adoption of ITIL best practices across triage, incident, and problem management functions

Identify and implement process and workflow improvements to enhance efficiency, knowledge sharing, and customer satisfaction

Continually drive Alerting improvements with Triage, Monitoring and Automation teams

Qualification

ServiceNowTechnical Support ManagementIncident ManagementITILRoot Cause AnalysisData AnalysisContinuous ImprovementLeadershipCommunicationProblem-SolvingCollaboration