The UPS Store Technology Support Manager (Flex Location/Remote)

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Job 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. The manager directs the design, delivery, and continuous improvement of support processes, tools, and platforms, including ticketing systems and knowledge bases to drive efficiency, consistency, and rapid issue resolution. This position provides guidance on industry best practices, emerging standards, and modern support methodologies, ensuring the network benefits from current, effective, and scalable technical solutions.

Additionally, the Technology Support Manager analyzes, diagnoses, plans, executes, and evaluates work to meet defined time, cost, and quality targets while strengthening the organization’s overall technical support. The role also ensures smooth coordination between vendor teams and internal resources, drives root-cause analysis and long-term fixes, and supports the successful deployment and maintenance of key technologies across the network. This position is central to enabling franchisees to operate confidently within a reliable and well-supported technical environment, enhancing network stability and operational performance.

Key Responsibilities and Duties:

• Lead and manage the day-to-day operations of the Level 2 Technology Support team, ensuring timely and effective resolution of technical issues across the 5,400-unit network.

• Oversee the vendor-managed Level 1 support team, ensuring adherence to SLAs, quality standards, and escalation protocols.

• Maintain seamless coordination and communication between Level 1 and Level 2 teams to ensure a consistent end-user experience.

• Oversee the administration, optimization, and evolution of ticketing platforms, ensuring proper configuration, reporting, and workflow management.

• Lead the ongoing evolution of the ticketing platform, integrating AI, automation, and advanced analytics, to streamline support workflows, increase efficiency, and reduce overall operational costs.

• Manage and maintain a comprehensive knowledge base, ensuring accurate, relevant, and user-friendly documentation for both internal support teams and franchisees.

• Partner with internal teams and vendors to implement new tools or enhancements that strengthen support operations.

• Direct the design, implementation, and ongoing improvement of support processes, workflows, and tools to optimize efficiency and service quality.

• Monitor support performance metrics, identify trends, and drive continuous improvement initiatives to reduce ticket volume, improve resolution times, and enhance service reliability.

• Conduct root-cause analysis (RCA) and implement long-term fixes to prevent recurring issues.

• Provide guidance on industry best practices, modern support methodologies, and emerging technologies relevant to technical support operations.

• Analyze and evaluate support activities to meet targeted time, cost, and quality benchmarks.

• Develop and maintain reporting dashboards, service metrics, and performance insights that inform executive-level decision making.

• Collaborate with internal departments (IT, Operations, Product Development, Field Support) to support system rollouts, updates, and technology initiatives impacting franchisees.

• Represent the technology support function in cross-functional meetings, planning sessions, and program implementation efforts.

• Manage the relationship with Level 1 support vendor, including performance evaluations, SLA oversight, contract adherence, and operational alignment.

• Provide direction on quality expectations, escalation management, and process improvements for vendor teams.

• Recruit, train, coach, and develop Level 2 support team members to build strong technical capabilities and high service standards.

• Foster a culture of responsiveness, accountability, and continuous improvement within the support organization.

EDUCATION QUALIFICATION

• 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 (e.g., MBA, Information Systems, Technology Management) preferred but not required.

• Relevant industry certifications may substitute for portions of formal education. 

EXPERIENCE QUALIFICATION

• 5+ years of experience in technical support, IT service management, or related technology operations roles, with at least 3+ years in a supervisory or management capacity.

• Proven experience managing multi-tier support organizations (Level 1 and Level 2), including vendor-managed teams.

• 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, and driving efficiency improvements.

• Experience leading or supporting technology platform transitions or large-scale system rollouts.

• Strong background in root-cause analysis, incident management, and service quality improvement.

• Experience managing and maintaining a knowledge base or knowledge management system.

• Prior experience supporting large, distributed environments or multi-location networks is a plus.

• Familiarity with AI-driven support technologies, including chatbots, automated triage, predictive analytics, or machine-learning–based tools that enhance ticket routing, reduce resolution times, or improve support efficiency.

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• Strong technical troubleshooting and diagnostic skills, with the ability to analyze complex issues and drive effective resolutions.

• Knowledge of IT service management (ITSM) principles, including incident, problem, and change management best practices.

• Proficiency with ticketing and workflow platforms, particularly in configuring, optimizing, and reporting within systems like Salesforce, ServiceNow, or similar tools.

• Excellent leadership and team development skills, with the ability to guide, mentor, and motivate technical support staff.

• Exceptional communication and stakeholder-management abilities, capable of translating technical information for non-technical audiences and maintaining cross-functional alignment.

• Strong analytical and data-driven decision-making skills, with the ability to interpret metrics, identify trends, and drive process improvements.

• Willing and able to travel, as required.

Span of responsibility:

Direct reports: 2

Franchised Locations: ~5,400

Revenue Creation: ~5M - $10M

Additional Information:

This job is a grade 30E

This is a flex/remote position

Last day to apply is March12th

Compensation & Benefits:

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $101,388 - $115,560/yr. Pay is based on several factors including but not limited to, market location and may vary depending on job-related knowledge, skills, and education/training and a candidate’s work experience. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

Hired applicants may be eligible for 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.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

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.