Technical Support Manager

Technical Support ManagerSwitchboard 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.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.ResponsibilitiesModel and reinforce a positive, service-oriented culture; motivate the team during high-demand periods and keep morale steady when things get complicatedServe as the primary escalation point for end-user incidents, requests, and personnel matters — owning issues through resolution with a sense of urgency and accountabilityCommunicate proactively with senior leadership and key stakeholders, translating technical issues into clear business languageMonitor team performance against SLAs and service metricsManage work request processes through the ITSM platform, intentionally optimizing resource deployment and field operations for efficiency and coverageOversee enterprise asset management, device lifecycle, and hardware maintenance across desktops, laptops, mobile devices, phones, tablets, printers, and scannersManage vendor relationships with hardware and software partners (HP, Dell, and similar) including procurement, warranty, and support escalationsParticipate in the development and enforcement of processes, policies, and procedures aligned with ITIL best practices and company standardsQualificationsA genuine customer-first orientation — you measure your success by how well your team serves others, not by how technically sophisticated your solutions are2+ years of recent leadership experience managing a teamA positive, optimistic outlook — you energize teams rather than drain them, and you find solutions instead of reasons something won't workStrong sense of ownership; proactive at finding solutions and simplifying systemsExcellent communication skills — especially with executives, business stakeholders, and end users who may have zero interest in how the sausage is madeOrganized and detail-oriented, with experience managing metrics, SLA performance, and operational reportingAbility to travel approximately 10% of the timeTechnical KnowledgeDesktop support experience across PC hardware, software, directory services, and end-user environmentsWorking knowledge of the ITIL framework and experience operating in a formal service management environmentExperience with ITSM platforms — SysAid or ServiceNow strongly preferredProficiency with Microsoft 365 and common productivity toolsExperience managing vendor relationships with hardware providers such as HP, Dell, or similarWorking knowledge of audio/video conferencing technology and room system supportCompensation & BenefitsCompensation: $120,000 – $140,000 base salary | Annual bonus target of 15% based on company and individual performanceBenefits: 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.