Technical Support Manager, Higher Education IT Leader

Georgia Institute of Technology; Atlanta (GA); On-site; USD 95,000 - 110,000; Full time

Job summary

Georgia Institute of Technology in Atlanta, GA, seeks a Manager- Technical Support within the College of Sciences (ARCS). You will lead a small team of technical professionals, develop processes, and drive improvements to deliver exceptional IT support for faculty, staff, and students on campus.

The role emphasizes data-driven management, standardized incident workflows, and ongoing training to maintain high service quality in a dynamic university setting.

Qualifications

• 3+ years of relevant experience; 1+ years of supervisory knowledge.
• Bachelor's degree in related discipline or equivalent, related experience.
• Master's degree in related discipline or equivalent, related experience.

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

Education

Bachelor's degree in related discipline or equivalent

Master's degree in related discipline or equivalent

Job description

Georgia Institute of Technology in Atlanta, GA, seeks a Manager- Technical Support within the College of Sciences (ARCS). You will lead a small team of technical professionals, develop processes, and drive improvements to deliver exceptional IT support for faculty, staff, and students on campus.

The role emphasizes data-driven management, standardized incident workflows, and ongoing training to maintain high service quality in a dynamic university setting.