Technology Support Center Manager, Information Technology - UT Chattanooga

Technology Support Center Manager

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 Chattanooga's 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.

Responsibilities

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

Qualifications

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

Preferred: Bachelor's 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