Hiring: Manager - Technical Support Company: Georgia Institute of Technology Location: Atlanta Metropolitan Area Job Posted Time: 2026-09-11 14:14:34 Employment Type: Contract / Remote Target Skills & Keywords : AI, Security Clearance, ServiceNow, Vendor Management, Workday About the job Experience: •3+ years of relevant experience; 1+ years of supervisory knowledge Required Skills: •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 •Develop and implement standardized workflows for incident management, problem resolution, and escalation processes to optimize support operations and enhance operational efficiency •Monitor and analyze key performance indicators and support metrics using ticketing systems to assess team performance and identify trends for continuous service improvement •Provide ongoing training and technical development programs for support staff to enhance their proficiency in troubleshooting methodologies, remote support tools, and customer engagement techniques •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 •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 •Prepare and present comprehensive reports on technical support operations, user satisfaction metrics, and service enhancement initiatives to senior leadership and relevant stakeholders Qualifications: •Bachelor's degree in related discipline or equivalent, related experience •Master's degree in related discipline or equivalent, related experience •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. •Solid functional working knowledge of hardware and software asset management platforms, such as ServiceNow, AssetCloud, and related IT asset management tools. •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. •Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653 . Compensation: •$93,708 - $136,768 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!