Job summary
Job post source
This job is from a recruiting firm hiring for a separate company.
Job overview
The Technical Support Operations Manager leads a team of 10+ support specialists to manage Tier 1 and Tier 2 helpdesk and desktop support, ensuring high-quality IT support operations.
Responsibilities and impact
The role involves managing support teams, handling escalations, implementing ITSM best practices, driving service improvements, collaborating with infrastructure teams, training staff, and managing vendor relationships and budgets.
Experience and skills
Candidates should have experience managing large helpdesk teams in enterprise settings, expertise in KPIs, SLAs, ITIL processes, strong Microsoft ecosystem knowledge, and leadership skills; ITIL certification is preferred but not required.
Company overview
STEM Search Group is a small company based in Greenville, South Carolina, specializing in analytics and insights. With a team size of 2-10 employees, they focus on leading teams of analysts in operations, competitive analysis, and clickstream data. The company provides technical support and assistance, particularly in the Information Technology sector, and offers various roles including IT support specialists and technical internships.
How to land this job
Position your resume to emphasize leadership and management experience overseeing helpdesk and desktop support teams of 10 or more, highlighting your ability to drive operational excellence in enterprise environments with 1,000+ employees.
Highlight your expertise in implementing ITSM best practices such as KPIs, SLA adherence, ticket hygiene, and incident response protocols, showcasing measurable improvements in service quality and efficiency.
Demonstrate your deep technical knowledge of the Microsoft ecosystem, including Azure, M365, and Windows environments, as well as your experience collaborating with infrastructure teams to align support with broader IT initiatives.
Apply through multiple platforms like the STEM Search Group corporate careers page, LinkedIn, and relevant job boards to maximize your chances and visibility for this role.
Connect with current managers or team leads in STEM Search Group’s IT or support divisions on LinkedIn, using ice breakers such as asking about recent service improvements they’ve implemented or expressing interest in how they manage escalation processes.
Optimize your resume for ATS by incorporating keywords directly from the job description like 'ITSM','KPIs','SLA adherence','Azure','M365','incident response','and 'helpdesk management' to ensure it passes automated screenings.
Leverage Jennie Johnson’s Power Apply feature to automate tailored applications, identify the best channels for submission, and find LinkedIn contacts for networking, allowing you to focus your energy on preparing for interviews and refining your skills.
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