Capfed
Technology Support & Operations Manager page is loaded## Technology Support & Operations Managerlocations:
Topeka, KStime type:
Full timeposted on:
Posted 2 Days Agojob requisition id:
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 mindsetCapFed is an equal opportunity employer. #J-18808-Ljbffr
Topeka, KStime type:
Full timeposted on:
Posted 2 Days Agojob requisition id:
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 mindsetCapFed is an equal opportunity employer. #J-18808-Ljbffr