Technology Support & Operations Manager

Capitol Federal® Savings Bank • Topeka, KS

2d

About The Position

The Technology Support & Operations Manager leads the IT Service Desk team and oversees daily technical support operations. This role ensures timely issue resolution, continuous service improvement, and a high-quality support experience for end users. The Manager serves as the highest escalation point for complex incidents and represents the TSO Director as needed.

Requirements

• 6–8 years of IT support experience; 2–3 years in a leadership role
• Bachelor’s degree in IT or equivalent experience
• Strong background in desktop support, infrastructure, and ITSM
• Proven leadership and coaching ability
• Strong communication, organization, and problem-solving skills
• Customer-focused mindset

Nice To Haves

• Preferred certifications: ITIL, CompTIA A+/Network+, Microsoft Endpoint/Modern Desktop, HDI-DSM

Responsibilities

• Lead, coach, and develop the IT Service Desk team
• Oversee service desk operations and ensure SLA compliance
• Act as final escalation point for critical technical issues
• Develop and maintain service desk policies, procedures, and metrics
• Drive process improvements, automation, and quality assurance
• Manage end-user device lifecycle and knowledge base
• Communicate outages and service updates to stakeholders

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees