Technology Support & Operations Manager
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Overview
Job Description
Job Description:
The Technology Support & Operations Manager leads the IT Service Desk team and oversees daily technical support operations. This role ensures timely issue resolution, continuous service improvement, and a high-quality support experience for end users. The Manager serves as the highest escalation point for complex incidents and represents the TSO Director as needed.
Key Responsibilities
Lead, coach, and develop the IT Service Desk team
Oversee service desk operations and ensure SLA compliance
Act as final escalation point for critical technical issues
Develop and maintain service desk policies, procedures, and metrics
Drive process improvements, automation, and quality assurance
Manage end-user device lifecycle and knowledge base
Communicate outages and service updates to stakeholders
Qualifications
6-8 years of IT support experience; 2-3 years in a leadership role
Bachelor's degree in IT or equivalent experience
Strong background in desktop support, infrastructure, and ITSM
Preferred certifications: ITIL, CompTIA A+/Network+, Microsoft Endpoint/Modern Desktop, HDI-DSM
Skills
Proven leadership and coaching ability
Strong communication, organization, and problem-solving skills
Customer-focused mindset
CapFed is an equal opportunity employer.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.