Onsite Tech Support - Manager

Posted 15 Days Ago
Be an Early Applicant
New York, NY
30-41 Annually
Senior level
Information Technology • Automation
The Role
Manage and oversee the onsite tech support team, ensuring adherence to procedures, improving operations, managing crises, and developing project strategies.
Summary Generated by Built In

Onsite Tech Support - Manager

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.
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

• 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
• Prepare regular analysis of key metrics to track team performance
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
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

Work Schedule
• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours

Travel
• Local travel between sites is required
• Occasional travel to sites outside the local area may be required

Education
• Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required.

Experience
• Minimum 6 years of IT experience
• Minimum 3 years IT management experience
• Experience managing an IT operations team
• Experience managing a portion of an IT budget
• Experience implementing ITIL best practices
• Experience managing projects that require interaction with business sponsors and key stakeholders

Pay Range

$30.91$41.20 USD

WHAT WE OFFER

  • Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
  • Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
  • We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
  • Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
    • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, 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 law.

To view our privacy policy, click on the link below:

SPS-North America Privacy Policy


Top Skills

Av Equipment
Itil
MS Office
Project Management Software
Service Now
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The Company
HQ: Zürich
4,593 Employees
On-site Workplace
Year Founded: 1980

What We Do

SPS is a leading technology-driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting-edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges.

Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world-class NPS by its global client base.

We act with precision, connect people to the right information, and turn data into insights for better outcomes.

Discover how our dedicated team at SPS makes an impact that matters by visiting www.spsglobal.com.

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