Technical Support Center Manager

Technical Support Center (TSC) Manager

Are you a hands-on IT leader who thrives in fast-paced, high-impact environments? Our Fortune 500 client is seeking an experienced Technical Support Center (TSC) Manager to lead their enterprise support operations - driving excellence, mentoring top talent, and ensuring world-class service delivery to our internal and external customers.

This role is perfect for a seasoned help desk leader who brings both strategic vision and day-to-day operational expertise, someone ready to guide a capable team lead and inspire a growing support organization.

What You’ll Do

• Lead and elevate a high-performing team responsible for providing technical support across the enterprise.
• Define and deliver KPIs and performance metrics that drive operational efficiency and outstanding customer experience.
• Develop, coach, and mentor team leads and engineers, fostering a culture of accountability, growth, and collaboration.
• Partner with IT leadership to align support initiatives with broader technology and business strategies.
• Analyze trends, streamline processes, and proactively address recurring support issues.
• Manage vendor relationships and oversee hardware/software tools that support help desk operations.
• Own staffing, scheduling, and team development plans to ensure optimal coverage and performance.
• Lead critical incident management and escalation processes when needed.

What You Bring

• 4-6+ years of experience in IT support or service desk management, with at least 2 years in a leadership role.
• Deep understanding of ITIL principles, service delivery best practices, and performance management.
• Proven success managing high-volume enterprise support teams with measurable KPI improvement.
• Experience mentoring team leads and developing technical talent.
• Strong command of help desk ticketing systems, reporting dashboards, and monitoring tools.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in Microsoft 365, Azure, and enterprise-level systems.

Why Join Our Company

You’ll be part of a company recognized for innovation, integrity, and growth. You’ll work closely with forward-thinking IT leaders, help shape the future of enterprise support, and play a vital role in maintaining a seamless technology experience across the organization.

If you’re ready to lead with impact and empower a dynamic support team, we’d love to hear from you!