Technical Support & Systems Lead

Responsibilities

• Technical Support & System Operations
• Oversee daily technical support for document and image processing workflows.
• Maintain uptime and accuracy across scanners, workflow tools, and production systems.
• Troubleshoot Windows 10/11, file shares, print mapping, scanners, and workflow applications.
• Ensure readiness of wired/wireless/mobile scanning devices and production equipment.
• Support infrastructure components such as IDF rooms, patch panels, and cabling.
• Workflow Stability & Service Delivery
• Ensure workflows meet SLAs, KPIs, and quality standards.
• Collaborate with operations and IT to stabilize and troubleshoot systems.
• Track and document incidents, service requests, and workflow issues.
• Client Onboarding & Implementation
• Support onboarding of new client workflows, testing, and validation.
• Execute production readiness tasks using checklists and governance documentation.
• Participate in rollout and system transition activities.
• Governance, Reporting & Compliance
• Maintain SLA reporting, incident logs, and escalation procedures.
• Provide weekly and monthly updates on system performance and readiness.
• Keep detailed documentation of fixes and system changes.
• Team Coordination
• Serve as the technical point of contact across all three sites.
• Assist in coaching, guiding, and standardizing support approaches for site-level teams.
• Train staff on system updates, tools, and workflow enhancements.
• Vendor Coordination (nice to have)
• Support coordination with equipment/technology vendors.
• Track vendor SLAs and response times.
• Escalate recurring issues as needed.
• Continuous Improvement (nice to have)
• Identify stability and workflow improvement opportunities.
• Recommend documentation, testing, or support process enhancements.
• Implement practical improvements aligned with SPS governance.

Requirements

• ~5-7 years of technical support or production systems experience.
• Understanding of system-to-production data flows.
• Hands-on experience with Windows 10/11 troubleshooting, scanners, printers, and file shares.
• Exposure to testing, validation, and implementation support.
• Experience with IDF rooms, patch panels, cabling, or network-connected devices preferred.
• Familiarity with Opex, CertainScan, or similar platforms is a strong plus.
• Highly organized and comfortable following structured processes.
• Effective communicator capable of collaborating with operations, IT, and vendors.
• Strong documentation discipline and ability to manage multiple priorities.
• Candidate Profile
• Ready to step from "strong contributor" to "technical leader."
• Process-driven, attentive to detail, and dependable.
• Steady under pressure in fast-paced production environments.
• Collaborative mindset with the ability to influence across teams.
• Motivated to grow technical depth, leadership capability, and cross-site visibility.
• Why SPS Global
• SPS Global partners with clients to deliver scalable, high-performance operations through disciplined execution and continuous improvement. This role ensures our technology ecosystem works seamlessly with daily operations-driving stability, consistency, and client success.

Benefits

Additional Information

Job Title: Technical Support & Systems Lead A Growth Role for a Strong Technical Contributor Ready for the Next Step Reports To: Manager, Technologies Operations & Services Delivery Scope: Three SPS Global production sites Position Overview SPS Global is seeking a driven and detail-oriented Technical Support & Systems Lead who is ready to step into a broader leadership role. This position is ideal for a hands-on technical professional with up to 7 years of experience who wants to expand their impact across multiple sites, lead a small team, and own the technical stability of high-volume production environments. This role offers the opportunity to strengthen leadership experience, deepen workflow expertise, and work closely with operations, IT, and vendors while supporting mission-critical systems. What Makes This Role Attractive Multi-site responsibility Leadership experience -lead a small team and influence operations across shifts. High visibility -supports critical document and image processing workflows. Skill building -hands-on work with scanners, workflow platforms, IDF rooms, cabling, and new client implementations. Career path -strong foundation for future roles in Technical Operations, Systems Engineering, or Implementation.

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