Technology Support & Operations Manager

Technology Support & Operations Manager page is loaded## Technology Support & Operations Manager locations:
Topeka, KStime type:
Full time posted on:
Posted 2 Days Agojob requisition :
R-101246
*
* 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.
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