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Role 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.

• Directs the design, delivery, and continuous improvement of support processes, tools, and platforms.
• Provides guidance on industry best practices, emerging standards, and modern support methodologies.
• Analyzes, diagnoses, plans, executes, and evaluates work to meet defined time, cost, and quality targets.
• Ensures smooth coordination between vendor teams and internal resources.
• Drives root-cause analysis and long-term fixes.
• Supports the successful deployment and maintenance of key technologies across the network.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field required.
• Master’s degree in a technology or business discipline preferred but not required.
• Relevant industry certifications may substitute for portions of formal education.

Requirements

• 5+ years of experience in technical support, IT service management, or related technology operations roles.
• At least 3+ years in a supervisory or management capacity.
• Proven experience managing multi-tier support organizations (Level 1 and Level 2).
• Hands-on experience with enterprise ticketing and ITSM platforms, Salesforce Service Cloud, ServiceNow, or similar systems strongly preferred.
• Demonstrated success in optimizing ticketing workflows, implementing automation, AI, or self-service capabilities.
• Strong background in root-cause analysis, incident management, and service quality improvement.
• Experience managing and maintaining a knowledge base or knowledge management system.
• Familiarity with AI-driven support technologies, including chatbots, automated triage, predictive analytics, or machine-learning–based tools.

Benefits

• Medical/prescription drug coverage
• Dental & Vision Benefits
• Flexible Spending Account
• Health Savings Account
• Dependent Care Flexible Spending Account
• Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
• Disability Income Protection Plan
• Employee Assistance Program
• Educational Assistance Program
• 401(k) retirement program
• Vacation, Paid Holidays and Personal time
• Paid Sick/Family and Medical Leave time as required by law
• Discounted Employee Stock Purchase Program

Additional Information

• This job is a grade 30E
• This is a flex/remote position
• Last day to apply is March 12th
• Base pay for this position ranges from $101,388 - $115,560/yr.
• Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs.

Employee Type

• Permanent

Basic Qualifications

• Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.