Technical Support Manager

Achieva•Dunedin, FL

1d•Hybrid

About The Position

The Technical Support Manager provides strategic and operational leadership for the Technical Support team, ensuring exceptional technology support for employees across the credit union. This role oversees service desk operations, endpoint management, asset lifecycle management, major incident response, and field support while driving service excellence and continuous improvement. The Technical Support Manager leads a team of technical professionals, establishes service standards, monitors performance metrics, and manages vendor relationships to ensure high levels of customer satisfaction. Working closely with IT leadership and business partners, this role aligns technology support services with organizational goals, oversees KPI and SLA performance, supports budget and business continuity efforts, and drives long-term planning for technology support operations.

Requirements

Bachelor’s degree in information technology, computer science, business administration or related field preferred; equivalent combination of education and experience may be considered
8+ years of progressive leadership experience in technical support, IT service management, or a related field.
5+ years of people management experience preferred.
Demonstrated experience leading technical support or service desk operations in a multi-location environment.
Experience supporting distributed and remote workforce environment
ITIL Foundation of higher.
CompTIA A+.
Microsoft certifications.
Project management certification.
Must have a valid Florida driver’s license and pass a background check.
Strong understanding of IT service management practices, including ticketing systems, escalation management, SLAs, knowledge management, and continuous improvement.
Familiarity with ITIL frameworks, process automation, asset management, vendor management, and service delivery best practices.
Demonstrated ability to manage and coordinate projects.
Experience preparing executive reports, dashboards, KPIs, business cases, and operational recommendations.
Strong understanding of business continuity, disaster recovery, physical security, cybersecurity coordination, and operational risk management.
Excellent leadership, mentorship, communication, coaching, problem-solving, and strategic planning skills.

Responsibilities

Lead, coach, mentor and develop Technical Support team members.
Establish performance expectations, goals and development plans.
Conduct regular one-on-one meetings, performance reviews and career development discussions.
Foster a culture of accountability, service excellence, collaboration and continuous learning.
Participate in workforce planning, hiring, onboarding and succession planning activities.
Direct daily service desk and field support operations to ensure timely resolution of incidents and service requests.
Monitor service levels, ticket queues, response times, and resolution metrics.
Drive adoption and continuous improvement of IT service management processes.
Manage escalation procedures and provide leadership during major incidents.
Ensure effective coordination between Technical Support and other Technology teams.
Champion a positive end-user experience across all technology interactions.
Evaluate support trends and identify opportunities to improve user satisfaction and operational efficiency.
Oversee employee technology provisioning, onboarding, offboarding, and lifecycle management processes.
Support hybrid workforce initiatives and workplace technology solutions.
Oversee procurement, deployment, maintenance, inventory, and disposal of technology assets.
Ensure accurate asset tracking and compliance with organizational policies.
Partner with Accounting, Facilities, Security, and Procurement teams on asset lifecycle management.
Manage endpoint standards and technology refresh programs.
Develop and maintain productive relationships with technology vendors and service providers.
Evaluate vendor performance and negotiate improvements in service delivery.
Manage contracts and support agreements related to end-user technology and branch infrastructure.
Collaborate with business stakeholders to understand operational needs and technology requirements.
Identify opportunities to automate support processes and improve service delivery.
Utilize reporting and analytics to drive operational decision-making.
Lead projects involving endpoint technologies, collaboration tools, audiovisual systems, and workplace technology.
Recommend technology improvements that enhance productivity, security, and user experience.
Ensure compliance with organizational security policies and regulatory requirements.
Support identity and access management controls.
Participate in change management, disaster recovery planning, and business continuity initiatives.
Assist with audits and regulatory examinations as required.
Represent the credit union with professionalism and courtesy in all interactions.
Participate in annual training or as required by BSA and the Privacy Act.
Perform other essential functions as needed or assigned.
Travel will be required on occasion to various locations.
Work flexible hours that may include before or after hours, weekends or holidays.
Participate in on-call support rotations and be available during critical incidents and executive escalations.