Technical Support Manager

Job description

## **Description** Switchboard is seeking a Technical Support Manager on behalf of our client, Open Technology Solutions (OTS). This is a people-first leadership role for someone who genuinely loves the service side of IT. In this role you will be on site with one OTS' credit union partners, supporting a team of six technicians. If you thrive in a fast-paced environment and take pride in delivering exceptional end-user experiences, we want to hear from you. # **About Open Technology Solutions** Open Technology Solutions (OTS) is a CUSO (Credit Union Service Organization) providing shared technology services to credit union partners. Built on a cooperative model, OTS delivers enterprise-grade IT infrastructure, support, and innovation to its partner organizations — allowing them to compete at a higher level while keeping costs in check. OTS operates with the values of a credit union at its core: member-focused, collaborative, and committed to long-term relationships over short-term wins. ## **Responsibilities** - Model and reinforce a positive, service-oriented culture; motivate the team during high-demand periods and keep morale steady when things get complicated - Serve as the primary escalation point for end-user incidents, requests, and personnel matters — owning issues through resolution with a sense of urgency and accountability - Communicate proactively with senior leadership and key stakeholders, translating technical issues into clear business language - Monitor team performance against SLAs and service metrics - Manage work request processes through the ITSM platform, intentionally optimizing resource deployment and field operations for efficiency and coverage - Oversee enterprise asset management, device lifecycle, and hardware maintenance across desktops, laptops, mobile devices, phones, tablets, printers, and scanners - Manage vendor relationships with hardware and software partners (HP, Dell, and similar) including procurement, warranty, and support escalations - Participate in the development and enforcement of processes, policies, and procedures aligned with ITIL best practices and company standards ## **Qualifications** - A genuine customer-first orientation — you measure your success by how well your team serves others, not by how technically sophisticated your solutions are - 2+ years of recent leadership experience managing a team - A positive, optimistic outlook — you energize teams rather than drain them, and you find solutions instead of reasons something won't work - Strong sense of ownership; proactive at finding solutions and simplifying systems - Excellent communication skills — especially with executives, business stakeholders, and end users who may have zero interest in how the sausage is made - Organized and detail-oriented, with experience managing metrics, SLA performance, and operational reporting - Ability to travel approximately 10% of the time ## Technical Knowledge - Desktop support experience across PC hardware, software, directory services, and end-user environments - Working knowledge of the ITIL framework and experience operating in a formal service management environment - Experience with ITSM platforms — SysAid or ServiceNow strongly preferred - Proficiency with Microsoft 365 and common productivity tools - Experience managing vendor relationships with hardware providers such as HP, Dell, or similar - Working knowledge of audio/video conferencing technology and room system support ## **Compensation & Benefits** - **Compensation**: $120,000 – $140,000 base salary | Annual bonus target of 15% based on company and individual performance - **Benefits:** comprehensive benefits package including medical, dental, and vision insurance, FSA, 401(k) with fully vested matching, PTO, life insurance, short and long-term disability, holiday pay, student loan paydown, tuition reimbursement, loan discounts, service anniversary bonuses, recognition and referral programs, and employee activities. *Sponsorship not available. Position only available to those with legal authorization to work in the United States.*