Remote Tech Support Desk Manager — Lead IT Services

TQSolutions; Towson (MD); Hybrid; USD 100,000 - 122,000; Full time

Job summary

Towson University is seeking a Technology Support Desk Manager to lead a team of technicians and coordinators, directing service delivery and knowledge-based support for campus technology. You will mentor staff, develop client-focused processes, and oversee escalation and problem resolution to ensure high-quality service across the university.

The role requires a Bachelor’s degree and 3+ years in tech-support management, with hybrid telework options after 90 days.

Qualifications

• Bachelor’s degree and three years of technical support management or supervisory experience.
• Knowledge of PCs, Windows and Mac OS, iOS and Android devices, audiovisual equipment and control systems.
• Working knowledge of IT ticketing systems and Knowledge management architecture.

Responsibilities

• Oversee technology support desk operations and staff.
• Develop and implement client-focused service strategies.
• Manage training and staff development.
• Track performance metrics and reports.

Skills

Technical support management

Supervisory experience

IT ticketing systems

Knowledge management

Education

Bachelor’s degree

Tools

Knowledge management architecture

Job description

Towson University is seeking a Technology Support Desk Manager to lead a team of technicians and coordinators, directing service delivery and knowledge-based support for campus technology. You will mentor staff, develop client-focused processes, and oversee escalation and problem resolution to ensure high-quality service across the university.

The role requires a Bachelor’s degree and 3+ years in tech-support management, with hybrid telework options after 90 days.