Lead Technical Solutions Manager

Hirebridge

Chicago, Northern (IL, KY)

Hybrid

USD 140,000 - 190,000

Full time

14 days+

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Job summary

Outform is seeking a Technical Solutions Manager to lead the Technical Solutions team within Run Services. You will own Level 2 technical support for deployed digital experiences, including proactive monitoring, remote diagnostics, and escalation management.

You will partner with Client Support, Installation Services, and Vendor teams to maintain uptime and client satisfaction. You will coach Technical Support Engineers, manage ticket queues, and drive continuous improvement of processes and

Qualifications

Bachelor's degree or equivalent in IT, CS, engineering or related field.
5+ years in technical support or related roles with leadership experience.
Experience troubleshooting hardware, software, firmware, and networks in complex environments.
Proven ability to manage incidents, SLAs, and cross-functional coordination.

Responsibilities

Lead and develop Technical Support Engineers with regular coaching and performance reviews.
Manage daily Level 2 operations, including queues, alerts, escalations, aging, and priorities.
Oversee proactive monitoring of deployed devices and ensure timely incident documentation and client communication.
Coordinate field/vendor support when remote resolution is not possible.
Establish scalable processes, knowledge bases, and governance for improved resolution speed and uptime.
Report on KPIs, trends, risks, and improvement opportunities to leadership.