Technical Support Manager

About the role

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

Requirements

• 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
• Sponsorship not available. Position only available to those with legal authorization to work in the United States.

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