Technical Support Manager

Service Operations Manager

This role oversees daily service operations, supports end users and helps ensure that technology solutions are reliable, secure, and aligned with operational needs.

This role manages staff and resources, establishes service standards, and uses data and analytics to monitor trends, identify improvements, and inform leadership decisions. This role also helps evaluate and implement software, hardware, and other technology solutions; supports vendor relationships and procurement activities; and contributes to cross-functional planning efforts. Strong leadership, collaboration, and customer service skills are essential, along with the ability to guide continuous improvement across technical services.

Core responsibilities

• Lead and improve customer support operations for end users.
• Supervise, coach, and develop service staff to ensure responsive and effective support.
• Monitor tickets, trends, KPIs, and surveys to identify service improvements.
• Manage and maintain software solutions used across the organization.
• Partner with all stakeholders to align technology services.
• Evaluate vendors, support procurement, and maintain productive partner relationships.
• Oversee technology planning, purchasing, setup, distribution, and support for end users.
• Manage knowledge resources and support documentation to improve self-service and consistency.
• Support ongoing technology innovation for teaching, research, simulation, and operations.