Campus IT: Technical Support Manager

Georgia Tech; Atlanta (GA); On-site; USD 94,000 - 137,000; Full time

Job summary

Georgia Tech in Atlanta, GA is seeking a Manager of Technical Support to lead our IT helpdesk and ensure timely, high-quality assistance for faculty, staff, and students. You will shape support processes, drive incident resolution, and build a customer-centric culture with data analytics to guide improvements.

Responsibilities include developing standardized workflows, coaching staff, maintaining knowledge resources, and reporting on service metrics to senior leadership.

Qualifications

• Bachelor's degree in related discipline or equivalent; required.
• 3+ years of relevant experience; 1+ years of supervisory knowledge.

Responsibilities

• Lead and manage the technical support team to ensure efficient resolution of incidents and service requests.
• Develop and implement standardized workflows for incident management, problem resolution, and escalation processes to optimize support operations and enhance operational efficiency.
• Monitor and analyze key performance indicators and support metrics using ticketing systems to assess team performance and identify trends for continuous service improvement.
• Provide ongoing training and technical development programs for support staff to enhance their proficiency in troubleshooting methodologies, remote support tools, and customer engagement techniques.
• Establish and maintain a centralized knowledge management system that documents common issues, troubleshooting steps, and resolutions to facilitate knowledge sharing and improve user self-service capabilities.
• Collaborate with cross-functional teams, including network operations and systems administration, to diagnose and resolve complex technical issues impacting institutional services and applications.
• Prepare and present comprehensive reports on technical support operations, user satisfaction metrics, and service enhancement initiatives to senior leadership and relevant stakeholders.
• Remain current with emerging technologies, industry standards, and best practices in technical support to drive innovation and enhance the overall quality of support services provided to the institution.
• Perform other duties as assigned

Skills

Supervisory experience

Incident management

Performance metrics

Education

Bachelor's degree in related field

Master's degree in related field (preferred)

Tools

Workday

ServiceNow

AssetCloud

AIM

EntroCIM

EnergyCAP

Job description

Georgia Tech in Atlanta, GA is seeking a Manager of Technical Support to lead our IT helpdesk and ensure timely, high-quality assistance for faculty, staff, and students. You will shape support processes, drive incident resolution, and build a customer-centric culture with data analytics to guide improvements.

Responsibilities include developing standardized workflows, coaching staff, maintaining knowledge resources, and reporting on service metrics to senior leadership.