Technology Support Center Manager, Information Technology - UT Chattanooga

The Technology Support Center Manager is responsible for leading the daily operations, customer experience, and service delivery of the Technology Support Center, the University of Tennessee at Chattanooga's central point of contact for technology support.

Serving as the operational leader for front-line IT services, this position ensures the Technology Support Center provides consistent, professional, and customer-focused support through walk-in, phone, remote, and ticket-based service channels. The manager oversees daily operations, supervises professional and student staff, coordinates operational activities across Client Services, and works collaboratively with Infrastructure, Device Management, Field Support, Classroom Technology, Telecommunications, and other IT teams to ensure timely resolution of technology issues.

This position is responsible for creating an environment where students, faculty, and staff receive consistent, high-quality support experience, regardless of how they engage with Information Technology. The Technology Support Center Manager promotes operational excellence through staff development, customer service leadership, continuous process improvement, and effective coordination of daily support operations.

Technology Support Center Lead

Provides supervision of the daily operational activities of the Technology Support Center to ensure responsive, efficient, and customer-focused technology support:

Leads daily walk-in, phone, remote, and ticket-based support operations

Coordinates daily staffing assignments and technician rotations

Monitors operational workload and adjusts staffing to meet service demand

Fills operational gaps during staffing shortages, high call volumes, or unexpected absences

Ensures consistent service delivery across all customer engagement channels

Maintains Technology Support Center procedures, service standards, and operational expectations

Promotes a welcoming, professional, and customer-focused support environment

Customer Experience and Service Excellence

Champions an exceptional customer experience by promoting service excellence and ensuring customer concerns are resolved effectively:

Serves as the primary customer care contact for escalated customer service concerns

Coordinates service recovery efforts and provide follow-up on unsatisfactory customer experiences

Reinforces customer service expectations across the Technology Support Center

Monitors service quality and identify opportunities for coaching and improvement

Promotes consistency in communication, professionalism, and documentation

Supports the development of customer-facing knowledge resources and self-service content

Workforce Development

Develops and supports Technology Support Center staff while fostering a collaborative, customer-focused culture:

Supervises Technology Support Center technicians and student employees

Recruits, onboards, trains, and mentors student employees

Manages student employee schedules and staffing

Coordinates full-time technician rotations and daily staffing assignments

Provides coaching, guidance, and performance feedback

Promotes cross-training, professional development, and operational consistency

Fosters accountability, teamwork, and a culture of continuous learning

Operational Coordination and Service Delivery

Coordinates daily operational activities that support efficient technology service delivery across Client Services:

Monitors ticket queues, workload distribution, and operational coverage

Coordinates work with Field Support, Device Management, Classroom Technology, Telecommunications, Infrastructure, and other IT teams

Identifies and addresses aging, stalled, or misrouted requests through appropriate coordination and escalation

Coordinates IT events, technology logistics, refresh activities, and operational planning

Assists in coordinating responses to major incidents, outages, and operational disruptions

Maintains operational awareness across customer-facing IT services

Continuous Improvement and Operational Planning

Promote operational excellence by improving processes, documentation, and service delivery:

Evaluates operational workflows and recommend process improvements

Develops and maintains operational procedures, documentation, and standard operating practices

Supports implementation of automation, self-service, and operational efficiency initiatives

Analyzes operational metrics and identifies service trends

Recommends improvements that enhance customer satisfaction and operational effectiveness

Participates in planning and implementation of new technology services and initiatives

Knowledge, Skills, and Abilities

Working knowledge of IT support operations

Strong verbal and written communication

Ability to remain calm and solutions-focused in high-pressure or time-sensitive situations including ticket triage, high volume times, service outages, escalated customer interactions

Strong triage, troubleshooting, and prioritization skills

Ability to be proactive, self-motivated team member

Skills in leading teams, mentoring staff, and resolving conflict constructively

Working knowledge of ticketing systems and managing queues

Working knowledge of operating systems, common enterprise software, and typical computer accessories

Familiarity with customer service best practices and ITL concepts in a technical environment

Ability to train others on repeatable processes

Cross-team coordination skills and understanding of escalation paths

Ability to switch between management and hands-on support

Ability to spot recurring issues and work with leadership to implement improvements

Ability to analyze problems quickly and determine appropriate escalation paths

Ability to manage multiple priorities, scheduling, staff questions, and deadlines effectively

Application Review

Review of applications will begin October 8, 2026, and will continue until the position is filled. Applications received by this date will receive priority consideration.

Minimum: Requires an associate’s degree in a relevant field and three years of relevant experience; or an equivalent combination of education, training, and experience.

Preferred: Bachelor’s degree in a relevant field with three or more years of experience is preferred. At least three years’ experience in a technical support role, with at least one year of experience in a supervisory or operational lead role. Experience working in a ticketing system that required managing intake, triage, routing, and escalation of tickets across multiple queues/teams.

Work Location:

University of Tennessee – Chattanooga, TN Campus

This is a fully on-site position

Compensation and Benefits:

UT Market Range: MR09

Find more information on the UT Market Range structure

Find more information on UT Benefits

ABOUT US

The University of Tennessee at Chattanooga is in the heart of one of Tennessee’s largest and most dynamic cities. As a national model for metropolitan universities, UTC collaborates with its many regional partners to offer an experiential learning environment with outstanding teaching scholars in 128 undergraduate degree programs and 55 graduate programs—at both the master's and doctoral levels. UTC and Chattanooga—nationally recognized for its downtown redevelopment and wealth of outdoor recreation—are inextricably linked, and the University is central to the workforce and economic development efforts of the region and the state.

Colleges of Arts and Sciences; Business; Engineering and Computer Science; Health, Education and Professional Studies; and the Honors College are home to an array of award-winning programs from Nursing to Computer Science, Entrepreneurship to Veteran Student Support. Innovation is a strategic focus, and UTC research and development in smart city technology is an industry leader. UTC is the first and only university in the country with access to a managed, commercial quantum computing network, and we are introducing an artificial intelligence initiative involving entities across campus and engaging partners throughout the region.

From our deep ties to the city of Chattanooga to our national reputation for innovation and hands-on learning, UTC stands out as a university where students thrive, faculty inspire, and partnerships create real impact.