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Georgia Institute of Technology
Manager - Technical Support, College of Sciences (ARCS)
IT
Help Desk
Manager
Edtech.com's Summary
Georgia Institute of Technology is hiring a Manager - Technical Support, College of Sciences (ARCS) to lead the IT help team that resolves technical issues for faculty, staff, and students across the College of Sciences. The manager builds the support processes and knowledge resources the team relies on, and uses ticketing data and performance metrics to find ways to raise service quality and user satisfaction. The role sits on the leadership team of Academic and Research Computing Services, which helps set that unit's direction.
Highlights
- Lead a small team of technical support professionals, keeping incident and service request resolution within service level agreement targets.
- Build standardized workflows for incident management, problem resolution, and escalation to make support operations more efficient.
- Track key performance indicators and support metrics in ticketing systems to spot trends and drive continuous service improvements.
- Train support staff on troubleshooting methods, remote support tools, and customer engagement techniques.
- Establish a centralized knowledge base that documents common issues, troubleshooting steps, and resolutions to strengthen user self-service.
- Assess support processes, tools, and technologies on a regular basis and report on operations and user satisfaction to senior leadership.
- Partner with network operations and systems administration teams to diagnose complex technical issues affecting institutional services and applications.
- Report to the Director of IT Engineering and join the ARCS Operations leadership team, which helps plan the organization's direction.
- Hold a bachelor's degree in a related discipline, or equivalent related experience, plus three or more years of relevant experience including at least one year of supervisory knowledge.
- The posted salary range is $95,000 to $110,000 per year.
Manager - Technical Support, College of Sciences (ARCS) Full Description
Location
Atlanta, GA (On-site)
Department Information
(CoS) Academic and Research Computing Services (ARCS) unit provides technology services and solutions to support and enhance the College's academic and research mission, addressing instructional, research, and administrative IT needs across all six schools. Comprised of four highly collaborative directorates, Operations, Infrastructure Engineering, Web Services, and Cybersecurity, ARCS plays a critical role in enabling the College's success.
This position, reporting to the Dir-IT Engineering, John Wallom, will manage and help develop a small team of technical support professionals with a focus on detail oriented, customer focused, technical issues. They will be part of the ARCS Operations leadership team, helping plan and develop the organization's direction.
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
Proposed Salary
Salary Range: 95,000-$110,000
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.
Background Check
Successful candidate must be able to pass a background check.
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.
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