Supervisor Digital Solutions

Role overview Lead a Tier 2 support team responsible for keeping enterprise applications and digital platforms available and running smoothly. The work combines hands-on incident escalation, team coaching, service performance analysis, and coordination with technical and business partners.

Responsibilities - Oversee complex incidents, application requests, and day-to-day operational support for assigned platforms. - Improve incident workflows from intake and triage through escalation, resolution, stakeholder updates, and follow-up. - Review queues, service levels, and incident trends to identify recurring problems and service improvements. - Coordinate investigations with development, infrastructure, integration, enterprise application, and vendor teams. - Produce operational reports and use findings to guide coaching, training, and process improvements. - Prepare support teams for releases and new service transitions by clarifying known issues and escalation routes.

Requirements - At least four years supporting enterprise applications and working with IT service management processes and tools in a virtual support environment. - At least two years identifying problems and analyzing service delivery reports. - Knowledge of incident and request management, escalation, root cause analysis, service restoration, and knowledge documentation. - Experience supporting digital platforms, enterprise applications, or e-commerce systems with integrations and third-party APIs. - Ability to interpret dashboards and operational trends, coach staff, and make sound decisions during complex issues. - Familiarity with agile and traditional delivery processes, operational readiness, platform reliability, or release management.

Benefits and work setup The role is primarily remote, with candidates expected to live within commuting distance of Phoenix, Arizona; occasional in-person attendance may be needed. Visa sponsorship is unavailable. Eligible benefits include medical, dental, and vision coverage; spending accounts; disability and life insurance; paid time off; retirement savings with employer match; stock purchase options; employee assistance, and discounts.