Senior Manager, Technology Support Services

Sun Health•Sun City West, AZ

1d•Onsite

About The Position

The Senior Manager, Technology Support Services leads Sun Health's technology support and end-user operations functions across all communities. This is a hands-on leadership role responsible for service delivery, technical escalation management, operational stability, and continuous improvement of the end-user technology experience. Reporting to the Vice President of Information Technology, this position oversees the Service Desk, Technology Support Specialists, and Resident Technology Support functions while actively participating in advanced troubleshooting, operational support, and cross-functional technical initiatives. The role serves as both a strategic leader and senior technical resource, responsible for strengthening operational maturity, improving service quality, reducing key-person dependencies, and ensuring reliable support for team members, residents, Board members, and organizational stakeholders.

Requirements

3–5 years of leadership experience managing technical support or IT operations teams.
5–8 years of progressive experience in IT support, systems administration, infrastructure operations, or enterprise technology service delivery.
Experience serving as a senior technical escalation resource in complex enterprise environments.
Strong experience supporting Microsoft 365, identity management, endpoint management, enterprise collaboration tools, and multi-site operations.
Experience with ITSM platforms, SLA management, service reporting, and operational process improvement.
Experience with automation, scripting, systems monitoring, or systems administration strongly preferred.
Certifications such as ITIL, Microsoft, or related technical certifications are valued but not required.

Responsibilities

Lead the day-to-day operations of the Service Desk and technology support teams.
Establish and maintain service standards, workflows, escalation paths, and response expectations.
Monitor ticket volume, resolution times, customer satisfaction, and service trends.
Ensure timely support for endpoint devices, phones, printers, audiovisual equipment, and user access needs.
Oversee resident technology support services in partnership with community operations teams.
Participate directly in ticket resolution and escalation support as a working manager.
Ensure appropriate prioritization and resolution of critical incidents and operational outages.
Drive operational excellence through standardization, automation, and proactive support practices.
Oversee and participate in on-call support rotations and after-hours escalation activities as needed.
Serve as an escalation point for complex Tier 2 and Tier 3 technical support issues.
Actively participate in troubleshooting and resolution of infrastructure, endpoint, identity, collaboration, networking, and operational technology issues.
Maintain strong technical knowledge of Microsoft 365, Entra ID/Active Directory, endpoint management platforms, VoIP systems, networking, audiovisual systems, and enterprise support tools.
Partner closely with Infrastructure, Cybersecurity, and Applications teams to resolve operational issues and improve platform stability.
Identify operational risks and reduce key-person dependencies through documentation, cross-training, process standardization, and knowledge transfer.
Lead operational problem management efforts to identify root causes and reduce recurring incidents.
Identify opportunities to automate repetitive operational tasks and improve support efficiency.
Develop and maintain technical documentation, knowledge base content, and operational runbooks.
Recommend and implement automation, monitoring, and process improvements to improve service reliability and efficiency.
Supervise, coach, and develop Technology Support Specialists across assigned support tiers.
Set priorities, assign work, and ensure appropriate staffing coverage across communities.
Provide regular feedback, performance management, and development planning for team members.
Promote accountability, collaboration, servant leadership, and continuous improvement within the team.
Support hiring, onboarding, and training of new support staff.
Develop and maintain standard operating procedures, knowledge base articles, and support documentation.
Identify recurring issues and implement solutions to reduce repeat tickets and improve service consistency.
Partner with Infrastructure, Cybersecurity, Applications, and Data teams to resolve cross-functional issues.
Recommend tools, automation, and process enhancements to improve service delivery.
Ensure support practices align with IT policies, security standards, and organizational priorities.
Manage relationships with technology vendors and service providers to ensure effective support, accountability, and service performance.
Serve as an escalation point for complex or high-priority support concerns.
Communicate service updates, outages, and planned changes clearly to affected stakeholders.
Provide regular reports to the VP of IT on service performance, team capacity, risks, and improvement plans.
Partner with leaders across the organization to understand support needs and improve the user experience.
Represent Technology Support Services in meetings, projects, and customer-facing initiatives.