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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager - Technical Support - **Company:** Georgia Institute Of Technology - **Location:** Atlanta, GA, United States - **Salary:** $93,708.0 - $136,768.0 - **Contract:** Temporary contract - **Skills:** Business Systems, Knowledge Management, Remote Service Software, Software Asset Management, Computer Network Operations, Software Troubleshooting, Information Technology, Data Analytics, Workday, Servicenow - **Published:** September 9, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18264732?backUrl=%2Fcareer%2F18264732%2FManager-Technical-Support-Georgia-Atlanta ## About the Role Bachelor's degree in related discipline or equivalent, related experience Required Experience 3+ years of relevant experience; 1+ years of supervisory knowledge Preferred Qualifications Preferred Educational Qualifications Master's degree in related discipline or equivalent, related experience Preferred Qualifications * 3+ years of experience leading, mentoring, coaching, or coordinating technical staff. * Knowledge of enterprise business systems and technology procurement processes, including Workday, purchasing workflows, and vendor management. * Working knowledge of hardware and software asset management platforms, such as ServiceNow, AssetCloud, and related IT asset management tools. * Experience working in a higher education environment, particularly within a complex, decentralized, or multi-stakeholder institution. * Demonstrated ability to support technology in operational, field, or facilities environments, including knowledge of physical infrastructure and operational technology systems such as AIM, EntroCIM, EnergyCAP, building automation systems, and related technologies., Successful candidate must be able to pass a background check. Please visit https://usg.policystat.com/policy/19298143/latest ## Description Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do: 1. Students are our top priority. 2. We strive for excellence. 3. We thrive on diversity. 4. We celebrate collaboration. 5. We champion innovation. 6. We safeguard freedom of inquiry and expression. 7. We nurture the wellbeing of our community. 8. We act ethically. 9. We are responsible stewards. Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact. The Infrastructure & Operations (I&O) team is dedicated to enhancing Georgia Tech's campus by providing efficient, sustainable, and innovative solutions to maintain, operate, and improve our physical environment. Job Summary The Manager of Technical Support is responsible for leading the technical support team to deliver exceptional assistance to faculty, staff, and students in resolving Information Technology related issues. This role involves developing and implementing support processes, ensuring timely resolution of incidents, and fostering a customer-centric culture within the team. By leveraging data analytics and performance metrics, the Technical Support Manager drives continuous improvement initiatives to enhance service quality and user satisfaction across the institution. Responsibilities Job Duty 1 - Lead and manage the technical support team to ensure efficient resolution of incidents and service requests while maintaining high standards of service level agreement compliance Job Duty 2 - Develop and implement standardized workflows for incident management, problem resolution, and escalation processes to optimize support operations and enhance operational efficiency Job Duty 3 - Monitor and analyze key performance indicators and support metrics using ticketing systems to assess team performance and identify trends for continuous service improvement Job Duty 4 - Provide ongoing training and technical development programs for support staff to enhance their proficiency in troubleshooting methodologies, remote support tools, and customer engagement techniques Job Duty 5 - Establish and maintain a centralized knowledge management system that documents common issues, troubleshooting steps, and resolutions to facilitate knowledge sharing and improve user self-service capabilities Job Duty 6 - Conduct regular assessments of support processes, tools, and technologies to ensure alignment with industry best practices and to adapt to the evolving technological landscape of the institution Job Duty 7 - Prepare and present comprehensive reports on technical support operations, user satisfaction metrics, and service enhancement initiatives to senior leadership and relevant stakeholders Job Duty 8 - Remain current with emerging technologies, industry standards, and best practices in technical support to drive innovation and enhance the overall quality of support services provided to the institution Job Duty 9 - Collaborate with cross-functional teams, including network operations and systems administration, to diagnose and resolve complex technical issues impacting institutional services and applications Job Duty 10 - Perform other duties as assigned