Onsite Tech Support Manager

The posting, as SPS North America wrote it

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

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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.

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