Manager of Triage & Support

Lightedge(27 days ago)

Kansas City, MOOnsiteFull TimeManager$118,333 - $155,663 (estimated)Operations

About this role

The Triage & Support Manager at Lightedge Solutions leads 24x7 support and triage teams to uphold a highly customer-centric support experience. The role oversees incident and problem management, including major incident response and post-incident analysis, while ensuring efficient handling of cases and requests within defined SLAs. The manager owns ServiceNow analytics and knowledge management to maintain operational visibility and a strong knowledge base. This position sits within a growing operations organization focused on reliability, scalability, and continuous improvement of IT services for customers.

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Required Skills

Team Leadership
People Management
Shift Scheduling
Incident Management
Problem Management
Root Cause Analysis
ServiceNow Administration
ServiceNow Analytics
Knowledge Base Management
KCS Methodology

+24 more

Qualifications

5+ years Technical Support Experience
2+ years Management Experience

About Lightedge

lightedge.com

Lightedge is a hybrid infrastructure provider that delivers end-to-end managed hosting, colocation, cloud, and edge data center services. The company helps enterprises modernize and operate IT environments with hybrid cloud, disaster recovery, security, compliance, and managed services. Lightedge emphasizes a consultative, strategic approach and a distributed metro/edge footprint to improve performance, resiliency, and meet regulatory requirements. Customers rely on its integrated infrastructure, 24/7 support, and SLA-driven operations.