Technical Support & Systems Lead

Spsnorthamerica; Pittsburgh (Allegheny County); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401k with matching

Paid Time Off

Job summary

Spsnorthamerica in Pittsburgh is looking for a Technical Support & Systems Lead who will take on a leadership role over three production sites. Ideal candidates will have up to 7 years of experience, overseeing daily technical support, maintaining production systems, and collaborating closely with IT and operations teams.

This role offers significant career growth opportunities and the chance to work with critical document and image processing workflows, enhancing leadership skills and technical expertise.

Qualifications

• Up to 7 years of experience in technical support or production systems.
• Hands-on experience with Windows 10/11 and document processing.
• Ability to troubleshoot and maintain production systems.

Responsibilities

• Oversee daily technical support for workflows.
• Maintain uptime and troubleshoot production systems.
• Implement onboarding for new client workflows.

Skills

Technical support experience

Windows 10/11 troubleshooting

Document and image processing

Collaboration with IT and vendors

Education

5–7 years of relevant experience

Tools

Scanners

Workflow platforms

Job description

Job Title: Technical Support & Systems Lead

A Growth Role for a Strong Technical Contributor Ready for the Next Step

Reports To: Manager, Technologies Operations & Services Delivery

Scope: Three SPS Global production sites

Position Overview

SPS Global is seeking a driven and detail-oriented Technical Support & Systems Lead who is ready to step into a broader leadership role. This position is ideal for a hands‑on technical professional with up to 7 years of experience who wants to expand their impact across multiple sites, lead a small team, and own the technical stability of high-volume production environments.

This role offers the opportunity to strengthen leadership experience, deepen workflow expertise, and work closely with operations, IT, and vendors while supporting mission‑critical systems.

What Makes This Role Attractive

• Multi‑site responsibility
• Leadership experience—lead a small team and influence operations across shifts.
• High visibility—supports critical document and image processing workflows.
• Skill building—hands‑on work with scanners, workflow platforms, IDF rooms, cabling, and new client implementations.
• Career path—strong foundation for future roles in Technical Operations, Systems Engineering, or Implementation.

Key Responsibilities

Technical Support & System Operations

• Oversee daily technical support for document and image processing workflows.
• Maintain uptime and accuracy across scanners, workflow tools, and production systems.
• Troubleshoot Windows 10/11, file shares, print mapping, scanners, and workflow applications.
• Ensure readiness of wired/wireless/mobile scanning devices and production equipment.
• Support infrastructure components such as IDF rooms, patch panels, and cabling.

Workflow Stability & Service Delivery

• Ensure workflows meet SLAs, KPIs, and quality standards.
• Collaborate with operations and IT to stabilize and troubleshoot systems.
• Track and document incidents, service requests, and workflow issues.

Client Onboarding & Implementation

• Support onboarding of new client workflows, testing, and validation.
• Execute production readiness tasks using checklists and governance documentation.
• Participate in rollout and system transition activities.

Governance, Reporting & Compliance

• Maintain SLA reporting, incident logs, and escalation procedures.
• Provide weekly and monthly updates on system performance and readiness.
• Keep detailed documentation of fixes and system changes.

Team Coordination

• Serve as the technical point of contact across all three sites.
• Assist in coaching, guiding, and standardizing support approaches for site‑level teams.
• Train staff on system updates, tools, and workflow enhancements.

Vendor Coordination (nice to have)

• Support coordination with equipment/technology vendors.
• Track vendor SLAs and response times.
• Escalate recurring issues as needed.

Continuous Improvement (nice to have)

• Identify stability and workflow improvement opportunities.
• Recommend documentation, testing, or support process enhancements.
• Implement practical improvements aligned with SPS governance.

Qualifications

• ~5–7 years of technical support or production systems experience.
• Understanding of system-to-production data flows.
• Hands‑on experience with Windows 10/11 troubleshooting, scanners, printers, and file shares.
• Exposure to testing, validation, and implementation support.
• Experience with IDF rooms, patch panels, cabling, or network-connected devices preferred.
• Familiarity with Opex, CertainScan, or similar platforms is a strong plus.
• Highly organized and comfortable following structured processes.
• Effective communicator capable of collaborating with operations, IT, and vendors.
• Strong documentation discipline and ability to manage multiple priorities.

Candidate Profile

• Ready to step from “strong contributor” to “technical leader.”
• Process-driven, attentive to detail, and dependable.
• Steady under pressure in fast‑paced production environments.
• Collaborative mindset with the ability to influence across teams.
• Motivated to grow technical depth, leadership capability, and cross-site visibility.

Compensation

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job‑related factors.

Pay Range: $90,000—$100,000 USD

Benefits

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

EEO Statement

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.