TSC Manager - Global Leader in Home Construction

IT Manager – Technical Support & Service Operations

Location:

Tempe, Arizona

We’re seeking a seasoned IT leader to oversee a high-performing Technical Support Center, guiding a team dedicated to delivering world-class service and operational excellence across the organization. This role blends hands-on leadership with strategic direction — ideal for someone who thrives in a fast-paced environment, values mentorship, and takes pride in building scalable, reliable support systems that empower business success.

As the IT Manager for the Technical Support Center, you’ll be responsible for the performance, growth, and success of a multidisciplinary support and engineering team. You’ll oversee technology operations that span multiple platforms and business units, drive process standardization, and ensure the delivery of high-quality technical support to both internal and external stakeholders. Beyond managing day-to-day operations, you’ll play a pivotal role in shaping technology strategies, implementing best practices, and driving continuous improvement initiatives that elevate the user experience across the enterprise.

• Provide leadership and direction across multiple IT domains and projects, ensuring seamless service delivery and alignment with business objectives.
• Recruit, develop, and mentor technical and leadership talent within the support organization, fostering a culture of accountability and growth.
• Oversee staffing, performance management, and career development to maintain a highly motivated and skilled team.
• Partner with senior IT and business leaders to define team goals, KPIs, and success metrics that align with overall departmental strategies.
• Establish strong relationships across IT functions to ensure unified communication, coordination, and delivery of support initiatives.
• Drive root-cause analysis and problem management initiatives for high-severity or enterprise-impacting incidents.
• Manage vendor partnerships related to hardware, software, and support tools to ensure service quality and cost efficiency.
• Lead the implementation of IT policies, standards, and procedures that enhance system reliability and data protection.
• Develop, monitor, and refine service-level agreements (SLAs) and operational metrics to ensure consistent and measurable performance.
• Forecast and manage operational budgets, analyze variances, and recommend corrective actions to stay within financial targets.
• Analyze support trends and proactively introduce process and automation improvements to reduce incident recurrence.
• Serve as the escalation point for critical incidents during off-hours or weekends, ensuring timely response and resolution.

• Lead a mid-sized, experienced technical team focused on implementing and refining IT support strategies and policies.
• Contribute directly to short- and long-term operational plans, driving measurable results that align with organizational objectives.
• Exercise full leadership responsibility, including hiring, coaching, performance reviews, and team recognition.
• Play a key role in influencing process innovation and continuous improvement within the IT operations function.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent work experience.
• 4–6 years of progressive IT support or service desk experience, including at least 2 years in a leadership or managerial capacity.
• Demonstrated expertise in IT service management frameworks (ITIL preferred) and experience implementing best practices in operational environments.
• Strong understanding of enterprise infrastructure, support workflows, and technology service delivery in large-scale environments.
• Proficiency with service management platforms, monitoring tools, and reporting dashboards.
• Hands-on experience managing budgets, optimizing resources, and overseeing vendor relationships.
• Exceptional analytical, problem-solving, and communication skills with the ability to influence at all levels of the organization.
• Proficiency with Microsoft 365 tools (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, One Drive, One Note) and…