Technical Support Manager exempt

Job Description:

The Technology Services Manager will oversee the delivery of technology support services for a 2,000-user environment, ensuring reliable, efficient, and user-focused IT operations. This role is responsible for managing the Service desk; first-level troubleshooting for all technical solutions; ServiceNow KPI development and tracking; end-user computing deployment and tech-refresh; Zoom Call Center administration: and continuous improvement of process flows and automation related to the previous items. Leading a team of 7 FTEs, the manager will foster a collaborative, high-performing team while aligning technology services with the organization's strategic goals.

Key Responsibilities:

• Oversee the IT Service desk operations, ensuring timely and effective resolution of user issues.
• Implement and monitor service level agreements (SLAs) to maintain high-quality support standards.
• Train and mentor Service desk staff to enhance technical expertise and customer service skills.
• Manage the initial deployment and lifecycle tech-refresh of laptop and desktop end-user devices.
• Collaborate with other functional IT areas in the development of first-level troubleshooting documentation for all technical solutions, including hardware, software, and network.
• Supervise the use of this troubleshooting documentation to ensure consistent resolution of issues as they arise
• Facilitate the continued improvement of the Service Now platform to assist in the support of the enterprise.
• Design and implement key performance indicators (KPIs) within ServiceNow to measure service delivery and team performance.
• Analyze KPI data to identify trends and drive continuous improvement in service quality.
• Administer and optimize the Zoom Call Center platform to support internal and external communications.
• Ensure system reliability, user training, and adherence to best practices for call center operations. Identify opportunities to streamline IT support processes through automation and workflow optimization within both Service Now and Zoom Call Center.
• Collaborate with other functional technology areas and external stakeholders to design and implement process improvements that enhance efficiency and user experience.
• Lead, coach, and develop a team of 6 FTEs, fostering a culture of accountability and innovation.
• Conduct performance evaluations, set team goals, and manage workload distribution.
• Partner with the Director of IT to align service delivery with organizational objectives.
• Provide regular reports on team performance, project status, and system health to leadership.

Qualifications:

• Education: Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience in IT service management, with at least 2 years in a supervisory or managerial role.
• Proven experience managing Service desk operations and end-user computing environments.
• 2+ years hands-on experience with ServiceNow (KPI development and reporting) and Call Center administration.
• Familiarity with process automation tools and methodologies (e.g., ITIL, Lean, or similar frameworks).

Skills:

• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent problem-solving and troubleshooting abilities.
• Proficient in Service Now IT service management platform
• Knowledge of end-user computing technologies (Windows, macOS, mobile devices).
• Exceptional communication and interpersonal skills to interact with diverse stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.

Certifications (preferred):

• ITIL v3 Foundation or higher.
• ServiceNow Administrator or equivalent.