The Technical Manager within Help Desk leads the centralized IT support team that serves as the first point of contact for technical assistance across the university. This role is responsible for overseeing day-to-day operations of the Help Desk, ensuring efficient and responsive support for faculty, staff, students, and other university stakeholders. The manager ensures that support processes are optimized to resolve a wide range of hardware and software issues, while upholding high standards for customer service, technical accuracy, and timely issue resolution. Operating within the IT Support function, the Technical Manager develops and implements strategies to enhance service delivery, including ticket management, knowledge base development, and escalation procedures. The role works closely with other IT units to ensure that the Help Desk is integrated into broader IT service management efforts, supporting university-wide technology initiatives and ensuring consistent communication with end users. The manager monitors service metrics, analyzes support trends, and uses data to drive process improvements and training initiatives that enhance the user experience. At the M2 level, the Technical Manager is responsible for the performance and development of a team of support professionals, including hiring, training, goal setting, and performance evaluation. This role ensures that the team is well-equipped to handle evolving technical environments and provides mentorship and leadership to foster a high-performing, collaborative support culture. Through strong operational oversight and strategic planning, the Technical Manager plays a vital role in ensuring that the university community receives reliable, accessible, and high-quality IT support.