Technology Support Center Manager, Information Technology UT Chattanooga

Description

The Technology Support Center Manager is responsible for leading the daily operations customer experience and service delivery of the Technology Support Center the University of Tennessee at Chattanoogas central point of contact for technology support.

Serving as the operational leader for front-line IT services this position ensures the Technology Support Center provides consistent professional and customer-focused support through walk-in phone remote and ticket-based service channels. The manager oversees daily operations supervises professional and student staff coordinates operational activities across Client Services and works collaboratively with Infrastructure Device Management Field Support Classroom Technology Telecommunications and other IT teams to ensure timely resolution of technology issues.

This position is responsible for creating an environment where students faculty and staff receive consistent high-quality support experience regardless of how they engage with Information Technology. The Technology Support Center Manager promotes operational excellence through staff development customer service leadership continuous process improvement and effective coordination of daily support operations.

Technology Support Center Lead

Provides supervision of the daily operational activities of the Technology Support Center to ensure responsive efficient and customer-focused technology support:

• Leads daily walk-in phone remote and ticket-based support operations

• Coordinates daily staffing assignments and technician rotations

• Monitors operational workload and adjusts staffing to meet service demand

• Fills operational gaps during staffing shortages high call volumes or unexpected absences

• Ensures consistent service delivery across all customer engagement channels

• Maintains Technology Support Center procedures service standards and operational expectations

• Promotes a welcoming professional and customer-focused support environment

Customer Experience and Service Excellence

Champions an exceptional customer experience by promoting service excellence and ensuring customer concerns are resolved effectively:

• Serves as the primary customer care contact for escalated customer service concerns

• Coordinates service recovery efforts and provide follow-up on unsatisfactory customer experiences

• Reinforces customer service expectations across the Technology Support Center

• Monitors service quality and identify opportunities for coaching and improvement

• Promotes consistency in communication professionalism and documentation

• Supports the development of customer-facing knowledge resources and self-service content

Workforce Development

Develops and supports Technology Support Center staff while fostering a collaborative customer-focused culture:

• Supervises Technology Support Center technicians and student employees

• Recruits onboards trains and mentors student employees

• Manages student employee schedules and staffing

• Coordinates full-time technician rotations and daily staffing assignments

• Provides coaching guidance and performance feedback

• Promotes cross-training professional development and operational consistency

• Fosters accountability teamwork and a culture of continuous learning

Operational Coordination and Service Delivery

Coordinates daily operational activities that support efficient technology service delivery across Client Services:

• Monitors ticket queues workload distribution and operational coverage

• Coordinates work with Field Support Device Management Classroom Technology Telecommunications Infrastructure and other IT teams

• Identifies and addresses aging stalled or misrouted requests through appropriate coordination and escalation

• Coordinates IT events technology logistics refresh activities and operational planning

• Assists in coordinating responses to major incidents outages and operational disruptions

• Maintains operational awareness across customer-facing IT services

Continuous Improvement and Operational Planning

Promote operational excellence by improving processes documentation and service delivery:

• Evaluates operational workflows and recommend process improvements

• Develops and maintains operational procedures documentation and standard operating practices

• Supports implementation of automation self-service and operational efficiency initiatives

• Analyzes operational metrics and identifies service trends

• Recommends improvements that enhance customer satisfaction and operational effectiveness

• Participates in planning and implementation of new technology services and initiatives

Knowledge Skills and Abilities

• Working knowledge of IT support operations

• Strong verbal and written communication

• Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations including ticket triage high volume times service outages escalated customer interactions

• Strong triage troubleshooting and prioritization skills

• Ability to be proactive self-motivated team member

• Skills in leading teams mentoring staff and resolving conflict constructively

• Working knowledge of ticketing systems and managing queues

• Working knowledge of operating systems common enterprise software and typical computer accessories

• Familiarity with customer service best practices and ITL concepts in a technical environment

• Ability to train others on repeatable processes

• Cross-team coordination skills and understanding of escalation paths

• Ability to switch between management and hands-on support

• Ability to spot recurring issues and work with leadership to implement improvements

• Ability to analyze problems quickly and determine appropriate escalation paths

• Ability to manage multiple priorities scheduling staff questions and deadlines effectively

Application Review

Review of applications will begin October 8 2026 and will continue until the position is received by this date will receive priority consideration.

Minimum: Requires an associates degree in a relevant field and three years of relevant experience; or an equivalent combination of education training and experience.

Preferred: Bachelors degree in a relevant field with three or more years of experience is preferred. At least three years experience in a technical support role with at least one year of experience in a supervisory or operational lead role. Experience working in a ticketing system that required managing intake triage routing and escalation of tickets across multiple queues/teams.

Work Location:

• University of Tennessee Chattanooga TN Campus
• This is a fully on-site position

Compensation and Benefits:

• UT Market Range: MR09
• Find more information on the UT Market Range structure
• Find more information on UT Benefits

ABOUT US

The University of Tennessee at Chattanooga isin the heart of one of Tennessees largest and most dynamic cities. Asa national model for metropolitan universities UTC collaborates with its many regional partners to offer an experiential learning environment with outstanding teaching scholars in 128 undergraduate degree programs and 55 graduate programsat both the masters and doctoral levels. UTC and Chattanooganationally recognized for its downtown redevelopment and wealth of outdoor recreationare inextricably linked and the University is central to the workforce and economic development efforts of the region and the state.

Colleges of Arts and Sciences; Business; Engineering and Computer Science; Health Education and Professional Studies; and the Honors College are home to an array of award-winning programs from Nursing to Computer Science Entrepreneurship to Veteran Student Support. Innovation is a strategic focus and UTC research and development in smart city technology is an industry leader. UTC is the first andonly university in the country with access to a managed commercial quantum computing network and we are introducing an artificial intelligence initiative involving entities across campus and engaging partners throughout the region.

From our deep ties to the city of Chattanooga to our national reputation for innovation and hands-on learning UTC stands out as a university where students thrive faculty inspire and partnerships create real impact.

Required Experience:

Manager