Manager, Technical Support Services

Manager, Technical Support Services

Leads the collegewide faculty and staff Service Desk, in pursuit of exceptional customer service and efficient resolution through ITIL-based processes and data-driven performance management. Oversees Tier 1 and Tier 2 technical support, ticket management, and service desk automation to meet and exceed defined KPIs and SLAs. Actively supports the team by assisting with calls, ticket triage, and quality monitoring to maintain consistency and high service standards.

Description of Duties and Tasks

• Manage daily Service Desk operations, applying ITIL best practices for incident, request, change, and problem management.
• Assist team members in taking incoming calls during peak demand or escalations.
• Monitor live and recorded calls to assess quality, consistency, and adherence to service standards; provide feedback and coaching.
• Oversee ticket triage, monitoring, and prioritization to ensure timely and accurate routing.
• Track ticket response rates and evaluate the quality of responses; implement process improvements to increase first-contact resolution.
• Define and monitor KPIs, SLAs, and operational metrics; implement corrective actions to ensure targets are met.
• Design workflows and automation to improve resolution speed, self-service adoption, and end-user satisfaction.
• Analyze ticket and call trends to identify root causes, reduce repeat incidents, and improve service.
• Develop, document, and maintain standardized operational procedures aligned with quality and compliance standards.
• Supervise, train, coach, and evaluate Service Desk staff; manage hiring, performance, and development in accordance with policy and law.
• Collaborate with IT, Academic Technology, and Information Security teams to resolve escalations and optimize service delivery.
• Promote a metrics-driven, continual service improvement culture within the team.
• Occasional work outside of normal hours during peak periods for the college as needed.

Knowledge

• Deep knowledge of ITIL framework and its application to service desk operations. Expertise in developing, tracking, and reporting on KPIs, SLAs, and performance dashboards.
• Proficiency in ticketing systems, call center metrics, call quality monitoring, and workflow automation.
• Strong hardware/software troubleshooting (Windows, macOS) and basic networking knowledge.

Skills

• Excellent leadership, communication, and customer service skills.
• Ability to prioritize multiple high-impact initiatives in a fast-paced, metrics-focused environment.
• Demonstrated success in metric-driven management, quality monitoring, and continual service improvement.

Technology Skills

• Service desk ticketing system configuration and optimization.
• Call monitoring and quality assessment tools.
• Workflow design and reporting.
• Incident trend analysis and problem prevention strategies.
• Development of technical and procedural documentation.
• Remote support and problem resolution tools.

Required Experience

• Five (5) years related experience.

Preferred Experience

• Minimum 5 years in IT service desk management; 5–10 years in technical support roles.
• Proven experience applying ITIL processes to improve service delivery and customer satisfaction.

Required Education

• Bachelor's degree in IT or related field or equivalent (10 years) IT work experience.

Preferred Education

• Bachelor's degree in IT or related field or equivalent (10 years) IT work experience.

Preferred Certifications

• ITIL Certification
• ITSM Certification
• HDI Certification

Physical Requirements

• Work is performed in a standard office or similar environment.
• Subject to standing, walking, sitting, bending, reaching, pushing, and pulling.
• Occasional lifting of objects up to 10 pounds.

Safety

• Supervise safe operation of unit.
• Facilitate safety inspections.
• Take reasonable and prudent actions to eliminate identified hazards.
• Ensure employees receive appropriate safety training and foster a workplace safety culture.

Salary Range

$88,465 - $110,581

Number of Openings: 1

Job Posting Close Date: October 4, 2025