Manager - Technical Support

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

• Job Title: Manager - Technical Support
• Location: Atlanta, Georgia
• Regular/Temporary: Regular
• Full/Part Time: Full-Time
• Job ID: 303212

About Us

Overview

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.

About Georgia Tech

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 and Values

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:

• Students are our top priority.
• We strive for excellence.
• We thrive on diversity.
• We celebrate collaboration.
• We champion innovation.
• We safeguard freedom of inquiry and expression.
• We nurture the wellbeing of our community.
• We act ethically.
• 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

• Job Duty 1 - 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
• Job Duty 2 - Develop and implement standardized workflows for incident management, problem resolution, and escalation processes to optimize support operations and enhance operational efficiency
• Job Duty 3 - Monitor and analyze key performance indicators and support metrics using ticketing systems to assess team performance and identify trends for continuous service improvement
• Job Duty 4 - Provide ongoing training and technical development programs for support staff to enhance their proficiency in troubleshooting methodologies, remote support tools, and customer engagement techniques
• Job Duty 5 - 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
• Job Duty 6 - 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
• Job Duty 7 - Prepare and present comprehensive reports on technical support operations, user satisfaction metrics, and service enhancement initiatives to senior leadership and relevant stakeholders
• Job Duty 8 - 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
• Job Duty 9 - Collaborate with cross-functional teams, including network operations and systems administration, to diagnose and resolve complex technical issues impacting institutional services and applications
• Job Duty 10 - 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, and 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 not 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.

Background Check

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