It Technology Support Manager

Description:

The Manager, IT Technology Support is responsible for leading and optimizing the organization's technical support operations to deliver exceptional service to end users. This role oversees the technical support team, implements service management best practices, and ensures the efficient delivery of IT support services aligned with organizational objectives. The Manager develops and maintains support processes, manages vendor relationships, and drives continuous improvement initiatives while upholding the highest standards of service excellence and organizational values.

The Manager, IT Technology Support leads all aspects of technical support operations, including managing and developing high-performing IT support teams while establishing clear performance metrics, service level agreements, and continuous improvement initiatives. This position translates IT strategic initiatives into practical support operations by identifying and executing operational improvements that enhance the end-user experience. The Manager implements and optimizes critical IT support processes such as incident management, problem resolution, and knowledge base development to ensure efficient service delivery. Responsibilities include comprehensive IT asset management, oversight of support ticketing systems, and development of self-service solutions that improve operational efficiency. The Manager maintains IT security protocols and ensures compliance with data protection regulations as they relate to technology support services. This role requires strong financial acumen to manage support operation budgets, forecast resource needs, and optimize technology investments. The Manager serves as a key communicator, translating technical concepts for non-technical stakeholders and effectively managing escalated support issues. Additionally, this position oversees vendor management activities, maintaining productive relationships with IT service providers to ensure quality support delivery. Throughout all activities, the Manager upholds and models company values while fostering a culture of service excellence and holding team members accountable to organizational standards.

About You

Our mission is driven by an unyielding commitment to advancing space-based technology in service of our customers and safeguarding national security. We seek individuals who are passionate about innovating beyond boundaries and relentlessly pursuing solutions that protect, preserve and empower – to join us in this critical mission.

We’re looking for team members who align with our values, mission and goals – while also meeting the minimum qualifications below. The preferred qualifications are a bonus, not a requirement.

Minimum Qualifications:
 

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience in lieu of degree)
• Several years of relevant IT support experience with a significant portion in a managerial or leadership role
• Comprehensive knowledge of IT infrastructure components and ITIL framework
• Demonstrated experience managing and developing IT support teams
• Strong understanding of IT security protocols and data protection regulations
• Proven ability to implement service management best practices in technical support operations
• Excellent communication skills with ability to convey technical concepts to non-technical audiences
• Experience with IT asset management and support ticketing systems
  
   

Preferred Qualifications:
 

• ITIL certification (Foundation, Practitioner, or higher)
• Experience establishing and monitoring service level agreements and performance metrics
• Track record of implementing continuous improvement initiatives in IT support environments
• Experience developing and maintaining knowledge base systems and self-service solutions
• Demonstrated success in managing support operation budgets and optimizing technology investments
• Strong vendor management experience with IT service providers
• Background in developing incident management and problem resolution frameworks
• Experience driving operational initiatives that measurably enhance end-user experience