Customer-Focused Technical Support Manager

Georgia Institute of Technology; Atlanta (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

Georgia Tech, a leading research university in Atlanta, seeks a Manager of Technical Support to lead the IT help and incident response team. The role emphasizes building scalable support processes, data-driven improvements, and a customer-focused culture across faculty, staff, and students.

The position requires a Bachelor's degree (Master's preferred), 3+ years in IT support with supervisory experience, and knowledge of services like ServiceNow and Workday.

Qualifications

• Bachelor's degree required or equivalent experience.
• 3+ years of relevant IT support experience; 1+ years in a supervisory role.
• Experience leading technical staff and coordinating support activities.

Responsibilities

• Lead and manage the technical support team ensuring timely incident resolution and SLA compliance.
• Develop standardized incident management and escalation workflows to optimize operations.
• Monitor KPIs and support metrics to identify trends and drive improvements.
• Provide ongoing training and development programs for staff.
• Establish a centralized knowledge base for issues and resolutions.
• Assess processes and tools to align with industry best practices.
• Prepare reports on operations, user satisfaction, and service enhancements.
• Stay current with emerging technologies and support best practices.
• Collaborate with network operations and systems teams on complex issues.
• Perform additional duties as assigned.

Skills

Leadership

Customer focus

Team management

Incident management

Education

Bachelor's degree in related discipline or equivalent

Master's degree in related discipline or equivalent

Tools

ServiceNow

Asset management tools

Workday

Job description

Georgia Tech, a leading research university in Atlanta, seeks a Manager of Technical Support to lead the IT help and incident response team. The role emphasizes building scalable support processes, data-driven improvements, and a customer-focused culture across faculty, staff, and students.

The position requires a Bachelor's degree (Master's preferred), 3+ years in IT support with supervisory experience, and knowledge of services like ServiceNow and Workday.