Technology Support Center Manager, Information Technology - UT Chattanooga

University of Tennessee•Chattanooga, TN

4d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

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
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
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
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
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