Technical Support Manager

About the role

Technical Support Manager Opportunity with Open Technology Solutions

Open Technology Solutions (OTS) is actively seeking a Technical Support Manager to join their team on behalf of a client. This position represents a people-first leadership opportunity for a dedicated professional who finds genuine satisfaction in supporting the service side of IT. The selected individual will be physically present with one of OTS's credit union partners, leading and guiding a team of six technicians. Success in this role requires thriving in a dynamic, fast-paced setting and a deep commitment to providing outstanding end-user experiences.

About Open Technology Solutions

As a Credit Union Service Organization (CUSO), OTS delivers shared technology services to a network of credit union partners. Operating on a cooperative foundation, the company provides enterprise-level IT infrastructure, support, and innovation. This model allows partner organizations to enhance their competitive position while effectively managing costs. The core values of a credit union-member focus, collaboration, and long-term relationship building-are embedded in the company's operational philosophy.

Key Responsibilities

• Cultivate and reinforce a positive, service-driven team culture, providing motivation during high-pressure periods and maintaining stability through complex challenges.
• Act as the central escalation contact for end-user incidents, service requests, and personnel issues, driving each case to resolution with urgency and personal responsibility.
• Serve as the crucial link between technical teams and senior leadership, translating intricate technical subjects into clear, business-oriented communication.
• Monitor and analyze team performance metrics against established Service Level Agreements (SLAs) to ensure consistent target achievement.
• Optimize the work request workflow within the ITSM platform, ensuring efficient and effective deployment of field resources.
• Oversee the complete enterprise asset lifecycle, including the management of devices from desktops and laptops to mobile phones, tablets, printers, and scanners.
• Develop and manage strategic relationships with key hardware and software vendors, covering procurement, warranty administration, and support escalation processes.
• Contribute to the creation, implementation, and enforcement of operational processes and policies, ensuring alignment with ITIL best practices and internal standards.

Essential Qualifications

• Demonstrate a customer-first mindset, measuring personal success by the quality of service delivered by the team rather than by technical complexity.
• Bring a minimum of two years of recent experience in team leadership roles.
• Maintain a positive and optimistic demeanor that energizes and supports colleagues, fostering a solutions-oriented environment.
• Exhibit strong ownership, proactively identifying problems and simplifying complex systems for others.
• Possess excellent communication abilities, particularly when interacting with executives, business stakeholders, and end users who require practical solutions.
• Be highly organized and detail-focused, with proven experience in managing metrics, SLA compliance, and operational reporting.
• Be willing to travel approximately 10% of the time to support partners and observe operations directly.

Required Technical Expertise

• Hands-on experience with desktop support for PC hardware, software, directory services, and diverse end-user environments.
• Familiarity with the ITIL framework and experience working within a formal service management setting.
• Proficiency with ITSM platforms, with a strong preference for SysAid or ServiceNow.
• Competency with Microsoft 365 and common productivity applications.
• Experience managing vendor relationships with hardware providers such as HP and Dell.
• Working knowledge of audio/video conferencing technology and room system support.

Compensation and Benefits

The total annual base compensation for this role is between $120,000 and $140,000. This is complemented by a target annual bonus of 15%, the value of which is determined by company performance and individual contributions. The position also includes a comprehensive benefits package featuring medical, dental, and vision insurance, an FSA, a 401(k) plan with fully vested matching, paid time off, life insurance, short and long-term disability coverage, holiday pay, student loan paydown assistance, tuition reimbursement, vendor discounts, service anniversary bonuses, employee recognition and referral programs, and participation in company-organized activities.

This position is not available for sponsorship and is open only to candidates who possess legal authorization to work in the United States.

What you'll do

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