Tech Support Manager — Lead a Service-Driven IT Team

Switchboard; Linthicum (MD); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with matching

PTO and holidays

Job summary

Switchboard is seeking a Technical Support Manager to lead a six-person on-site team for Open Technology Solutions (OTS) partner credit unions. You will drive service excellence, own incidents end-to-end, and translate technical issues for executives and stakeholders.

You will manage ITIL-aligned processes, monitor SLAs and metrics, and oversee asset management, procurement, and vendor relationships with HP, Dell, and similar partners.

Qualifications

• Customer-first mindset guiding service delivery and team performance.
• 2+ years of recent leadership experience.

Responsibilities

• Model and reinforce a positive, service-oriented culture; motivate the team during high-demand periods and keep morale steady when things get complicated
• Communicate proactively with senior leadership and key stakeholders, translating technical issues into clear business language
• Monitor team performance against SLAs and service metrics
• Manage work request processes through the ITSM platform, optimizing resource deployment and field operations
• Oversee enterprise asset management, device lifecycle, and hardware maintenance across desktops, laptops, mobile devices, phones, tablets, printers, and scanners
• Manage vendor relationships with hardware and software partners including procurement, warranty, and support escalations
• Develop and enforce ITIL-aligned processes and procedures

Skills

Leadership

Customer-first

Ownership

Communication

Organized

Travel willingness

Problem solving

Tools

SysAid

ServiceNow

Microsoft 365

Job description

Switchboard is seeking a Technical Support Manager to lead a six-person on-site team for Open Technology Solutions (OTS) partner credit unions. You will drive service excellence, own incidents end-to-end, and translate technical issues for executives and stakeholders.

You will manage ITIL-aligned processes, monitor SLAs and metrics, and oversee asset management, procurement, and vendor relationships with HP, Dell, and similar partners.