Onsite IT Support Manager — Lead NA Tech Ops, Benefits

SolvdUS, Inc

Lenexa (KS)

On-site

USD 90,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

Health coverage

401(k) plan

Paid time off

Growth opportunities

Job summary

Solvd US is seeking a highly motivated IT Support Manager to lead our North America technical support operations from our onsite Lenexa, KS location. The role emphasizes strong leadership, customer-focused service, and continuous improvement across application, system, network, and integration support.

The ideal candidate combines solid troubleshooting expertise with proven leadership and excellent communication.

Qualifications

5+ years in technical support or related field.
2+ years of leading support teams.
Experience with Windows-based systems and enterprise tech.
Ability to prioritize incidents by impact and urgency.

Responsibilities

Lead and manage the technical support team, providing direction and performance feedback.
Oversee Tier 1–3 support operations for customers and internal users.
Monitor queues, response times, and escalation activity to ensure efficient service delivery.
Improve support processes, workflows, and SOPs to reduce incident resolution times.
Coordinate incidents with Engineering, Infrastructure, and Product teams for timely resolution.
Develop and maintain technical documentation, knowledge-base articles, and troubleshooting guides.