Technical Support Manager

Brady Corporation

Salt Lake City (UT)

Hybrid

USD 110,000 - 150,000

Full time

2 days ago

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Benefits offered by this job

Comprehensive insurance

401(k) with company match

Paid time off

Employee resource groups

Job summary

Brady Corporation is seeking a Manager of Technical Support & Printer Repair to oversee hardware and software support operations. You will lead a hybrid team, mentor a Supervisor, and design SOPs to ensure efficient, high-quality service.

Emphasis on cross-functional collaboration and customer excellence across healthcare IT environments. The role focuses on process engineering, escalation management, and building a knowledge base to prevent repeat issues.

Qualifications

3+ years of management experience, with a track record of leading other leaders or managing supervisors
BS in Computer Science, Engineering, or a related field (or equivalent practical field engineering experience)
Domain expertise in enterprise high-security environments, clinical networks, or Healthcare IT is preferred
Strong communication and leadership skills with the ability to translate complex concepts for non-technical audiences
Willingness to travel up to 20% of the time, primarily between Utah and Pennsylvania

Responsibilities

Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring a Support & Repair Supervisor
Coach and develop team members; build career development plans
Design, document, and publish SOPs for the support desk and repair depot
Identify bottlenecks and streamline workflows between support and repair
Monitor KPIs and SLAs to ensure fast, high-quality service
Escalate critical issues and maintain clear, empathetic communication with customers
Collaborate with Product Management, Engineering, and QA to feed field insights

Skills

Leadership depth

Mentor others

Healthcare IT familiarity

Communication skills

Travel up to 20%

Education

BS in Computer Science

Engineering degree

Equivalent practical experience

Tools

Barcode scanning

RFID

Thermal printing

Data capture

Mobile workstations

Wireless networking

Job description

PDC

PDC Healthcare enables connected care from admission to discharge with end-to-end identification solutions, including printers, barcode scanners, wristbands, labels and software that work seamlessly with health system EHRs. PDC solutions accurately identify patients, clinicians, medications, specimens, and more throughout the continuum of care to enhance efficiency, reduce errors, control costs, and satisfy regulatory requirements.

What We Need

PDC

PDC also provides identification solutions to hospitality, entertainment and event markets to identify people, control access, and streamline operations and efficiency. PDC is powered by Brady—a global provider of interconnected identification solutions at scale.

PDC is seeking a strategic, process-driven Manager of Technical Support & Printer Repair to oversee our hardware and software support operations. In this critical leadership role, you will be the operational engine behind our post-sales success, ensuring that our customers experience minimal downtime and receive exceptional service.

You will manage a hybrid organization, directly leading a team of technical support representatives while also providing mentorship and strategic direction to a Supervisor who oversees our day-to-day tier-one support and printer repair technicians. Beyond people leadership, this role is heavily focused on operational excellence: you will be responsible for designing, writing, and implementing the standard operating procedures (SOPs) that dictate how we troubleshoot software, repair hardware, and deliver seamless service at scale.

What You’ll Be Doing

Team Leadership & Development

Lead a Layered Organization: Directly manage a team of Technical Support Representatives while mentoring and guiding a Support & Repair Supervisor.
Coach & Develop: Foster a culture of continuous learning, empathy, and high performance. Guide your Supervisor in effective people management and help individual contributors develop their technical and customer service skills.
Invest in people: Hold meaningful 1-on-1s, give constructive feedback, and help team members build clear career development plans.
Close the skill gaps: Identify where the organization needs training and organize sessions to level up their technical knowledge and customer service skills.
Build the culture: Help recruit, onboard, and set up new hires for long-term success while fostering a collaborative, customer-first environment across all tiers of support.

Process Engineering & Documentation

Write the Playbook: Design, document, and publish comprehensive SOPs for the technical support desk and printer repair depot.
Streamline Workflows: Identify operational bottlenecks between the support desk and the repair team. Build processes that seamlessly transition a customer from a software troubleshooting call to a hardware repair RMA when necessary.
Establish Metrics: Define, track, and optimize Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ticket resolution times, repair turnaround times, and customer satisfaction.

Technical Support Operations

Keep operations smooth: Oversee daily tech support, ensuring customer requests are logged, tracked, and resolved without falling through the cracks.
Look past & Reinforce KPIs: Monitor response times and KPI metrics, using them not just as numbers, but as tools to ensure an excellent customer experience.
Spot trends and patterns: Review support tickets and customer feedback to catch recurring technical issues and find proactive ways to fix them.
Build a technical knowledge base: Make sure troubleshooting procedures, resolutions, and best practices are clearly documented so the team isn't reinventing the wheel.

Escalation & Customer Experience

Be the ultimate safety net: Step in as the primary escalation point for critical customer issues involving hardware, software, or workflow disruptions.
Communicate with empathy: Translate complex technical realities into clear, reassuring updates for stressed customers during critical escalations.
Protect team bandwidth: Balance customer urgency with your team’s actual capacity, ensuring tasks are prioritized effectively without burning people out.

Cross-Functional Collaboration

Be the "Voice of the Field": Champion the realities of our customers and field teams to Product Management, Engineering, Development, and QA.
Bridge the departmental gaps: Advocate for support and field needs in cross-functional meetings to ensure product bugs and technical flaws get prioritized and fixed.
Drive long-term product updates: Turn daily field and support insights into actionable feedback for long-term engineering and product improvements.

What You Will Need To Be Successful

Proven Leadership Depth: 3+ years of management experience, with a specific track record of leading other leaders or managing supervisors. Proven ability to delegate effectively and mentor others into strong managers.
Education: BS in Computer Science, Engineering, or a related technical field (or equivalent practical field engineering experience).
Domain Expertise: Deep technical understanding of enterprise high-security environments, clinical networks, or the Healthcare IT ecosystem is highly preferred.

Technical Competencies

Technical Foundation: 5+ years of experience in technical sales, field engineering, technical support, or a similar customer-facing role.
The Industry Toolkit: Familiarity with barcode scanning, RFID, thermal printing, data capture, mobile workstations, and wireless networking.
Healthcare IT Familiarity (Preferred): Experience navigating complex healthcare IT environments, clinical workflows, and EHR integrations like Epic, Cerner, or Meditech.
Operational Know-How: A solid grasp of customer-facing technical support operations, including tracking SLAs, optimizing ticketing workflows, handling high-stress customer escalations, and maintaining clear technical documentation.
Exceptional Communication: A knack for translating complex technical realities into simple terms for non-technical clients, while remaining a credible peer to deep technical engineering teams.
Travel Commitment: Ability to travel up to 20% of the time, primarily split between operations in Utah and Pennsylvania.
Education & Experience: A Bachelor’s degree in Computer Science, Engineering, or a related field is preferred, though equivalent real-world experience is highly valued for candidates who have built their careers on the ground.

About Us

Who we are:

Brady Corporation is a global industrial technology leader dedicated to making workplaces safer, more productive, and more connected. Backed by a 110+ year legacy of reliability and innovation, we have entered an exciting era of transformation and growth, powered by more than 10,000 team members serving customers across 40+ countries. Following our acquisition of Honeywell's Productivity Solutions and Services business in August 2026, Brady brings together trusted leadership in safety, materials science, and identification with advanced mobile computing, scanning, and automation.

We Help Organizations Make Work Safer, More Productive, And More Connected By Transforming Everyday Critical Information Into Actionable Intelligence. Our End-to-end Platform Unites Two Powerful Pillars

Identification Solutions: High-performance labels, safety signs, engineered materials, and rugged industrial printing systems.
Intelligent Productivity Solutions: Industry-leading mobile computers, barcode/RFID scanners, specialized software, voice automation, and workflow services.

From aerospace, healthcare, and laboratories to manufacturing plants, retail, data centers, and global transportation and logistics hubs, we empower customers to identify, protect, track, and optimize the people, assets, and processes that keep the world running.

Why Work At Brady

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

Our Benefits

Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
Generous 401(k) with company match
Paid time off and holidays
Opportunity to participate in incentive programs for all full-time employees
Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
Education reimbursement opportunities
Scholarship program for children of Brady employees
A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
Dress-for-your-day dress code
Charitable contributions matched through Brady's Matching Gift program