Tech Support Manager - #246227

The Opportunity

The Memphis Grizzlies are seeking a Tech Support (Help Desk) Manager to join our dynamic Enterprise Technology Team. The Tech Support Manager will be responsible for leading internal support operations, ensuring a high-quality user experience and efficient resolution of technical issues. This role manages tech support operations, end-user training, IT asset management, and proactive technology engagement to support business continuity. The Tech Support Manager will lead a team of tech support technicians to provide a high-touch, interactive support hub that provides a premium user experience, maintains technology inventory, and drives continuous improvements in support processes.

This role collaborates closely with Infrastructure, Cybersecurity, and Enterprise Technology teams to ensure alignment with organizational security, compliance, and integration requirements.

In This Role You Will

Operations & User Support

• Oversee daily tech support operations, ensuring timely issue resolution and a customer-focused experience.
• Lead and mentor the tech support team, fostering a high standard of service.
• Implement ITSM best practices, proactively reducing recurring issues.
• Develop knowledge base resources and empower users with self-service options.
• Provide proactive tech engagement, including IT health checks and consultations.
• Serve as an escalation point for complex technical issues.
  
  

Training & User Adoption

• Drive end-user training initiatives to enhance technology adoption and self-sufficiency.
• Collaborate with the HR team to streamline onboarding.
• Integrate training into support interactions to empower users.
  
  

IT Asset & Inventory Management

• Manage procurement, deployment, tracking, and decommissioning of IT hardware.
• Ensure accurate asset records through audits and accountability measures.
• Oversee hardware warranties, repairs, and replacement planning.
• Align purchasing and lifecycle management with Finance & Procurement.
• Manage equipment assignment, retrieval, and proper disposal of outdated assets.
  
  

Collaboration & Governance

• Enforce security policies in partnership with Cybersecurity.
• Work with Infrastructure to maintain standards for network and endpoint systems.
• Support Enterprise Technology initiatives, including automation and integrations.
• Ensure IT governance compliance and contribute to process improvements.
  
  

The Experience You Will Bring

• Bachelor’s degree in computer science, information technology, analytics, or a related field.
• 5+ years managing IT helpdesk operations.
• Proven leadership in IT support teams and ITSM implementation.
• Strong troubleshooting, endpoint management, and asset tracking experience.
• Familiarity with enterprise applications (ERP, CRM, collaboration tools).
• Excellent problem-solving, communication, and user-focused support skills, with the ability to work effectively cross-functionally.
• Detail-oriented with strong problem-solving abilities.
• Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.
  
  

Nice To Have

• ITIL certification or ITSM-related training.
• Experience in hybrid IT governance environments.
• Knowledge of cybersecurity best practices and automation tools for IT support.
• Knowledge of sports and entertainment, specifically the NBA.
  
  

What We Offer

At the Memphis Grizzlies, we strive to support our team members through all stages of life with robust and attractive benefits, financial and wellness options and great perks. In addition to offering a competitive salary, we have other great benefits and perks.

Keeping You Healthy

• Industry leading health coverage
• Short and Long-term disability
• Team Member and Dependent Life Insurance
• Group Voluntary Benefits
• Wellness programs through EAP and Headspace
  
  

Discounts and Perks

• Matching 401(k)
• Employee Assistance Program
• Tuition Reimbursement
• Team Store Discounts
• Happy Hours and other fun activities
• Qualified parking and game night meals
• NBA Sponsored Discount Programs
• Employee Referral Bonuses
• Employee Recognition Programs
  
  

Taking Time Off

• Generous Paid Time Off
• Holiday Pay
• Paid Parental Leave
  
  

Memphis Basketball LLC is an equal opportunity employer. We are committed to treating all applicants and team members fairly based on their abilities, achievements and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.