Technology Support & Operations Manager

Job Description:

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.

Key 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

Qualifications

• 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

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

Skills

• Proven leadership and coaching ability

• Strong communication, organization, and problem-solving skills

• Customer-focused mindset

CapFed® is an equal opportunity employer.