Onsite Tech Support Manager

Job Description

Job Description

Onsite Tech Support - Manager

JOB SUMMARY
Onsite Tech Support - Manager is responsible for managing and overseeing a multi-regionally based Onsite Tech Support services team that can consist of Team Leads, Associates, Sr. Associates, interns, and consultants. The regions can consist of one office or multiple offices and be geographically dispersed.

The Manager establishes technical priorities, standards and procedures, understands enterprise processes and ensures adherence to policy. The manager must be driven to deliver technology solutions to improve the operational environment and provide comprehensive recommendations to senior management.

The manager will often meet with key agency stakeholders to recommend solutions and resolve critical situations. There will be active engagement in multiple projects across the enterprise and at local sites. The delivery and execution of the department's objectives and goals are also key deliverables.

JOB FUNCTIONS

Issues Management and Resolution
• Identify, document, analyze and respond to critical events
• Manage crises requiring analysts from multiple teams to resolve
• Serve as an escalation point for IT and business issues
• Manage monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support

Resource and Performance Management
• Responsible for hiring and terminations
• Recommend promotions and organizational changes
• Develop and track capacity planning for team
• Responsible for coaching, mentoring and obtaining appropriate training
• Identify training and development opportunities to strengthen and/or grow skill sets
• Write performance evaluations and conduct reviews
• Prepare regular analysis of key metrics to track team performance
• Engage with third party vendors such as sourcing companies to fill positions

Project Management
• Ensure team project deliverables are on time and within the established budget
• Identify issues and raise concerns to the Project Management Office
• Attend project meetings as necessary

Technical Consultation
• Assist in developing long range strategy plans for technology and systems
• Assist in determining impact of new solutions and implementation
• Make recommendations to the business

Communications
• Communicate the overall status for the team, including projects, issue and operational status to audiences that include business area staff and IT management
• Effectively manage customer expectations
• Assist in developing and writing policies and procedures
• Develop and maintain close relationships with business contacts
• Approval of change controls via Service Now ticketing system
• Comfortable training small and large groups of people on new IT solutions

Continuous Improvement
• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and product evaluations
• Identify areas of process improvement for the team, on projects, or for the business

Work Schedule
• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours

Travel
• Local travel between sites is required
• Occasional travel to sites outside the local area may be required

PERFORMANCE STANDARDS & EXPECTATIONS

Education
• Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required.

Experience
• Minimum 6 years of IT experience
• Minimum 3 years IT management experience
• Experience managing an IT operations team
• Experience managing a portion of an IT budget
• Experience implementing ITIL best practices
• Experience managing projects that require interaction with business sponsors and key stakeholders

Job description only reflects management's assignment of essential functions. Management reserves the right to assign or reassign duties and responsibilities to this job at any time. This job description in no way states or implies that these are the only duties to be performed by the employee(s) currently in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account.  PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings:  Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries . Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews.  SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below:  Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.