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

May 28, 2026

Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow-people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level. 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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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