Manager of Triage & Support

Lightedge Solutions is developing IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, Lightedge has been successful in offering businesses alternatives that streamline operations, improve reliability, and reduce costs.
If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change daily, then Lightedge can offer you a dynamic corporate environment built on teamwork and personal responsibility.

The primary responsibility of the Triage & Support Manager is to lead the Support teams to ensure that every customer interaction is upholding Lightedge’s customer-centric culture. They will also drive performance improvement through data analysis, process design, coaching, and customer service training. Success in this position will result in inspiring and empowering the team, while further propelling the satisfaction of our customers.

Must be flexible in working nights and weekends as needed, as well as maintaining an on-call schedule. This position reports to the Director of Operational Excellence
If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!

Leadership & Team Management :
• 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 incidentsescalations, 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

Operational Oversight:
• 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

ServiceNow Administration & Analytics :
• Develop, maintain, and optimizeServiceNow 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.

Collaboration & Process Improvement :
• 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.

Qualifications :
• 5+ years of progressive experience in Technical Support, Service Desk, NOC, or Infrastructure Operations, including 2+ years in a management role.
• Proven experience leading 24x7 support teams or shifts in a Managed Services Provider (MSP) or Cloud/Infrastructure environment.
• Strong understanding of:
• ServiceNow Cases, Requests/Service Catalog Requests, Incidents, and Changes
• CSDM/CMDB model including Configuration Items (CIs), Assets, and Relationships
• Demonstrated ability to manage major incidents and perform detailed root cause and trend analyses.
• Exceptional communication, problem-solving, and leadership skills.
• Familiarity with ITIL, KCS, and continuous improvement methodologies.

Technical Experience:
• Intermediate knowledge supporting some or all of the following areas:
• ServiceNow: ITSM, ITOM, CSM, and SOW
• Server Operating Systems: IBM i, Windows, Unix, and/or Linux
• IBM Operations: Scheduled jobs and automation tasks
• Virtualization Technologies: VMware, Nutanix AHV, or Hyper-V
• Server Hardware Platforms: Dell, HPE, Lenovo, etc.
• LAN/WAN Networks: Cisco, Juniper, Arista, etc.
• Firewalls and Security: Palo Alto, Fortigate, Cisco ASA, etc.
• Web Services: Apache, IIS, and related components
• Databases: MySQL, Microsoft SQL Server, MongoDB, etc.
• VPN Technologies: IPSEC and SSL VPN
• Load Balancers: F5, NSX, and comparable solutions

Performance Metrics:
• SLA compliance rates for Incident and Request response/resolution
• Major Incident recovery time and post-incident RCA completion
• Knowledge article quality and usage metrics (KCS adherence)
• Support staff engagement, training completion, and performance improvement
• ServiceNow dashboard accuracy and operational visibility