Manager, Technical Support

About the Role

This role is responsible for managing site-level IT support operations while also driving cross-site alignment in Business Engagement, Operational Excellence, and Customer Experience. Responsibilities include managing a team of employees, overseeing service performance, serving as a point of escalation, and partnering with business and IT stakeholders to ensure effective service delivery, continuous improvement and experience optimization.

What You'll Do

• Lead, coach, and develop a team of technicians and site leads, setting clear expectations, driving accountability, and supporting career growth and development
• Provide oversight and guidance to site leads responsible for day-to-day operations, ensuring alignment to service standards and priorities
• Build a high-performing, engaged team culture focused on ownership, responsiveness, and continuous improvement
• Own performance and outcomes of IT support operations for assigned sites, ensuring consistent service delivery and alignment to operational goals
• Drive Operational Excellence by standardizing processes, improving consistency, and increasing efficiency across sites
• Promote a high standard of Customer Experience by ensuring consistent, high-quality interactions across all support channels
• Use service metrics, KPIs, and trend analysis to drive data-informed decisions and continuous improvement in service delivery
• Identify recurring issues and drive problem management efforts to improve service reliability and reduce operational impact
• Partner with peer managers to align on service expectations and drive consistency in technician performance and engagement
• Serve as primary IT partner to site leadership, aligning support priorities with business needs and operational goals
• Build and maintain strong relationships with business partners across sites to ensure alignment and support operational priorities
• Coordinate communication across sites to ensure clarity and consistency during incidents, changes, and initiatives
• Act as an escalation point for complex technical and operational issues, ensuring timely resolution and clear stakeholder communication
• Ensure effective execution of service management processes, including incident, request, and change management, aligned to service expectations and performance standards
• Support coordination of major incidents, changes, and initiatives in partnership with infrastructure, network, and engineering teams
• Manage vendor relationships and hold partners accountable for service delivery outcomes and performance expectations
• Contribute to site technology planning, including lifecycle activities, operational readiness, and continuous improvement initiatives
• Adapt team and operational priorities to meet changing business needs while maintaining alignment with organizational goals

Who You Are

• Progressive leadership experience in IT support or site operations, with a focus on developing teams and leading through others
• Experience supporting complex, high-volume operational environments (e.g., distribution centers, contact centers, or similar)
• Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations
• Strong business partnership skills, with the ability to align IT support to operational needs and priorities
• Experience navigating and resolving complex issues in fast-paced environments, including escalation and coordination across teams
• Effective communication, problem-solving, and decision-making skills