Tech Support Desk Lead & Client Services Manager

Towson University; Baltimore (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Towson University is seeking a Technology Support Manager to lead the Client Services team within the OTS group. You will develop and enforce effective processes for intake, escalation, and resolution of campus technology support requests while promoting staff growth and service excellence.

You will partner with campus departments to improve adoption of technology services, manage knowledge resources, and ensure timely communication of updates and changes to end users.

Qualifications

• Bachelor’s degree and at least three years of technical support management or supervisory experience.
• Experience with PC and Mac operating systems, iOS and Android devices, and AV equipment.
• Familiarity with IT ticketing systems and knowledge-management architectures.

Responsibilities

• Lead and supervise client support staff and manage scheduling and staffing levels.
• Develop and implement client engagement strategies and communications.
• Oversee IT support workflows, escalation paths, and service quality metrics.
• Manage campus technology requests, procurement coordination, and knowledge base updates.
• Collaborate with stakeholders to plan events, training, and documentation.

Skills

Technical leadership

IT support management

Windows/mac OS

Mobile devices

Knowledge management

Education

Bachelor’s degree

Three years supervisory experience

Tools

IT ticketing systems

Knowledge management architecture

Job description

Towson University is seeking a Technology Support Manager to lead the Client Services team within the OTS group. You will develop and enforce effective processes for intake, escalation, and resolution of campus technology support requests while promoting staff growth and service excellence.

You will partner with campus departments to improve adoption of technology services, manage knowledge resources, and ensure timely communication of updates and changes to end users.