Sr. Manager, Technology Support & Operations
Position: Sr. Manager, Technology Support & Operations
Classification: Full-Time, Exempt
Reports to: VP, Information Technology
Company: DePelchin Family Services
Location: Houston, TX
Position Description:
The Senior Manager, Technology Support & Operations provides strategic leadership and oversight of the agency’s IT service delivery and operational functions, including technical support, service desk operations, technology asset management, employee onboarding and offboarding, and administrative support. This position oversees two managers and their respective teams, ensuring the delivery of reliable, secure, and efficient technology services across DePelchin and Texans Together. The Senior Manager is responsible for establishing service standards, monitoring operational performance and customer satisfaction, and implementing continuous improvement initiatives aligned with ITIL best practices. This role ensures consistent processes, operational efficiency, regulatory compliance, and audit readiness while supporting the agency’s technology needs and organizational objectives.
Primary Responsibilities:
- Provide leadership and oversight of IT User Support and IT Operations by supervising the Manager, Information Technology and the IT Operations Manager, ensuring accountability for team performance, service delivery standards, operational efficiency, and results
- Define, implement, and continuously improve the agency's IT service management framework, including incident, service request, problem, change, knowledge, and asset management, aligned with ITIL best practices
- Establish, monitor, and report on service level targets and key performance indicators (e.g., ticket volume, response and resolution times, first-contact resolution, customer satisfaction); analyze trends and lead corrective action
- Serve as senior escalation point for major incidents and service disruptions; coordinate response and resolution, communicate status to leadership and staff, and ensure post-incident reviews are completed
- Oversee the IT ticketing, remote support, and ...
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