Manager - Technical Support

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

About Us

Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:

• 1. Students are our top priority.
• 2. We strive for excellence.
• 3. We thrive on diversity.
• 4. We celebrate collaboration.
• 5. We champion innovation.
• 6. We safeguard freedom of inquiry and expression.
• 7. We nurture the wellbeing of our community.
• 8. We act ethically.
• 9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Infrastructure & Operations (I&O) team is dedicated to enhancing Georgia Tech's campus by providing efficient, sustainable, and innovative solutions to maintain, operate, and improve our physical environment.

Job Summary

The Manager of Technical Support is responsible for leading the technical support team to deliver exceptional assistance to faculty, staff, and students in resolving Information Technology related issues. This role involves developing and implementing support processes, ensuring timely resolution of incidents, and fostering a customer-centric culture within the team. By leveraging data analytics and performance metrics, the Technical Support Manager drives continuous improvement initiatives to enhance service quality and user satisfaction across the institution.

Responsibilities

• Lead and manage the technical support team to ensure efficient resolution of incidents and service requests while maintaining high standards of service level agreement compliance
• 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
• Conduct regular assessments of support processes, tools, and technologies to ensure alignment with industry best practices and to adapt to the evolving technological landscape of the institution
• 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
• Collaborate with cross-functional teams, including network operations and systems administration, to diagnose and resolve complex technical issues impacting institutional services and applications
• Perform other duties as assigned

Required Qualifications

Educational Requirements

Bachelor's degree in related discipline or equivalent, related experience

Required Experience

3+ years of relevant experience; 1+ years of supervisory knowledge

Preferred Qualifications

Preferred Educational Qualifications

Master's degree in related discipline or equivalent, related experience

• 3+ years of experience leading, mentoring, coaching, or coordinating technical staff.
• Knowledge of enterprise business systems and technology procurement processes, including Workday, purchasing workflows, and vendor management.
• Working knowledge of hardware and software asset management platforms, such as ServiceNow, AssetCloud, and related IT asset management tools.
• Experience working in a higher education environment, particularly within a complex, decentralized, or multi-stakeholder institution.
• Demonstrated ability to support technology in operational, field, or facilities environments, including knowledge of physical infrastructure and operational technology systems such as AIM, EntroCIM, EnergyCAP, building automation systems, and related technologies.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Equal Employment Opportunity

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

Other Information

This is a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is not considered a position of trust.

This position does not require a purchasing card (P-Card).

This position will not travel.

This position does not require security clearance.

Location: Atlanta, GA

Salary range: $93,708 - $136,768

Grade: T06

Background Check

Successful candidate must be able to pass a background check. Please visit https://usg.policystat.com/policy/19298143/latest/