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Job Description:
The Technology Support Manager is responsible for leading critical technical support functions that ensure stability, responsiveness, and reliability across The UPS Store's 5,400-unit network. This role oversees the end-to-end support ecosystem, including the vendor-managed Level 1 help desk and the internally managed Level 2 technical support team, ensuring both operate seamlessly to deliver best-in-class service to franchisees and field staff. The manager directs the design, delivery, and continuous improvement of support processes, tools, and platforms, including ticketing systems and knowledge bases to drive efficiency, consistency, and rapid issue resolution. This position provides guidance on industry best practices, emerging standards, and modern support methodologies, ensuring the network benefits from current, effective, and scalable technical solutions.
Additionally, the Technology Support Manager analyzes, diagnoses, plans, executes, and evaluates work to meet defined time, cost, and quality targets while strengthening the organization's overall technical support. The role also ensures smooth coordination between vendor teams and internal resources, drives root-cause analysis and long-term fixes, and supports the successful deployment and maintenance of key technologies across the network. This position is central to enabling franchisees to operate confidently within a reliable and well-supported technical environment, enhancing network stability and operational performance.
Key Responsibilities and Duties:
• Lead and manage the day-to-day operations of the Level 2 Technology Support team, ensuring timely and effective resolution of technical issues across the 5,400-unit network.
• Oversee the vendor-managed Level 1 support team, ensuring adherence to SLAs, quality standards, and escalation protocols.
• Maintain seamless coordination and communication between Level 1 and Level 2 teams to ensure a consistent end-user experience.
• Oversee the administration, optimization, and evolution of ticketing platforms, ensuring proper configuration, reporting, and workflow management.
• Lead the ongoing evolution of the ticketing platform, integrating AI, automation, and advanced analytics, to streamline support workflows, increase efficiency, and reduce overall operational costs.
• Manage and maintain a comprehensive knowledge base, ensuring accurate, relevant, and user-friendly documentation for both internal support teams and franchisees.
• Partner with internal teams and vendors to implement new tools or enhancements that strengthen support operations.
• Direct the design, implementation, and ongoing improvement of support processes, workflows, and tools to optimize efficiency and service quality.
• Monitor support performance metrics, identify trends, and drive continuous improvement initiatives to reduce ticket volume, improve resolution times, and enhance service reliability.
• Conduct root-cause analysis (RCA) and implement long-term fixes to prevent recurring issues.
• Provide guidance on industry best practices, modern support methodologies, and emerging technologies relevant to technical support operations.
• Analyze and evaluate support activities to meet targeted time, cost, and quality benchmarks.
• Develop and maintain reporting dashboards, service metrics, and performance insights that inform executive-level decision making.
• Collaborate with internal departments (IT, Operations, Product Development, Field Support) to support system rollouts, updates, and technology initiatives impacting franchisees.
• Represent the technology support function in cross-functional meetings, planning sessions, and program implementation efforts.
• Manage the relationship with Level 1 support vendor, including performance evaluations, SLA oversight, contract adherence, and operational alignment.
• Provide direction on quality expectations, escalation management, and process improvements for vendor teams.
• Recruit, train, coach, and develop Level 2 support team members to build strong technical capabilities and high service standards.
• Foster a culture of responsiveness, accountability, and continuous improvement within the support organization.
EDUCATION QUALIFICATION
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field required.
• Master's degree in a technology or busi