Technical Support Manager

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

Benefits offered by this job

Annual bonus 15%

Comprehensive benefits package (M/D/V)

401(k) with fully vested matching

Paid time off and holidays

Job summary

Open Technology Solutions (OTS) seeks a Technical Support Manager to lead a six-person on-site team at a partner site. This is a people-first leadership role focused on end-user experience and service excellence.

You will drive SLAs, ITIL-aligned processes, and strong stakeholder communication while managing asset lifecycles and vendor relations in a fast-paced environment.

Qualifications

• 2+ years of recent leadership experience managing a team.
• Customer-first orientation focusing on service over tech.
• Strong ownership and proactive problem solving.
• Excellent executive and stakeholder communication.
• Willing to travel ~10%.

Responsibilities

• Model and reinforce a service-oriented culture.
• Escalation point for end-user incidents and requests.
• Communicate tech issues in business terms.
• Monitor SLAs and performance metrics.
• Oversee asset management and device lifecycle.
• Manage vendor relationships for hardware and support.
• Follow ITIL-based processes and policies.

Skills

Leadership

Customer-first orientation

Positive outlook

Ownership

Communication

Organization & detail orientation

Travel ability

Tools

ITIL knowledge

ITSM platforms (SysAid/ServiceNow)

Microsoft 365

Vendor management

Job description

Description

Switchboard 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.

About Open Technology Solutions

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.

Responsibilities

• Model and reinforce a positive, service-oriented culture; motivate the team during high-demand periods and keep morale steady when things get complicated
• Serve as the primary escalation point for end-user incidents, requests, and personnel matters - owning issues through resolution with a sense of urgency and accountability
• 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, intentionally optimizing resource deployment and field operations for efficiency and coverage
• 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 (HP, Dell, and similar) including procurement, warranty, and support escalations
• Participate in the development and enforcement of processes, policies, and procedures aligned with ITIL best practices and company standards

Qualifications

• A genuine customer-first orientation - you measure your success by how well your team serves others, not by how technically sophisticated your solutions are
• 2+ years of recent leadership experience managing a team
• A positive, optimistic outlook - you energize teams rather than drain them, and you find solutions instead of reasons something won't work
• Strong sense of ownership; proactive at finding solutions and simplifying systems
• Excellent communication skills - especially with executives, business stakeholders, and end users who may have zero interest in how the sausage is made
• Organized and detail-oriented, with experience managing metrics, SLA performance, and operational reporting
• Ability to travel approximately 10% of the time

Technical Knowledge

• Desktop support experience across PC hardware, software, directory services, and end-user environments
• Working knowledge of the ITIL framework and experience operating in a formal service management environment
• Experience with ITSM platforms - SysAid or ServiceNow strongly preferred
• Proficiency with Microsoft 365 and common productivity tools
• Experience managing vendor relationships with hardware providers such as HP, Dell, or similar
• Working knowledge of audio/video conferencing technology and room system support

Compensation & Benefits

• Compensation: $120,000 - $140,000 base salary | Annual bonus target of 15% based on company and individual performance
• Benefits: 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.

Compensation Range: $120K - $140K