Job Summary
The Manager of Technical Support is responsible for leading the strategy, performance, and scalability of the technical support function. This role focuses on building and optimizing the infrastructure, processes, and capabilities required to deliver consistent, high-quality customer support across phone-based and field operations.
This position operates in an environment with evolving processes and limited existing structure. The Manager will play a critical role in defining and implementing foundational systems, workflows, and standards while simultaneously supporting ongoing operations. Success in this role requires the ability to navigate ambiguity, prioritize competing demands, and build sustainable solutions in a fast-paced, service-driven setting.
Key Responsibilities
Leadership, Strategy & Team Development
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Lead, coach, and develop a team of technical support professionals, with a strong emphasis on capability-building, cross-training, and career progression.
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Establish clear performance expectations, accountability measures, and service standards aligned with organizational goals and customer experience priorities.
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Foster a culture of continuous improvement, ownership, and customer-first thinking across the team.
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Identify skill gaps and implement structured training programs to ensure readiness for both phone-based and field support environments.
Operational Excellence & Process Development
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Design, implement, and continuously improve support processes, workflows, and operating procedures to enhance efficiency, consistency, and scalability.
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Build and optimize infrastructure for a centralized technical support function, including phone support capabilities, escalation models, and knowledge management systems.
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Define and track key performance indicators (KPIs) and service metrics, using data insights to drive operational improvements and resource planning decisions.
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Ensure consistent documentation, standardization, and adherence to best practices across all technical support activities.
Resource Planning, Scheduling & Logistics
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Oversee workforce planning and scheduling strategies, balancing customer demand, project timelines, and travel requirements to maximize team productivity and service levels.
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Lead the planning and coordination of field operations, including installation projects, maintenance cycles, and client-site engagements.
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Ensure efficient allocation of resources across competing priorities, including urgent service needs, project deliverables, and preventative maintenance efforts.
Project & Program Management
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Provide oversight of technical support-related projects, ensuring clear ownership, timelines, and successful execution.
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Coordinate with cross-functional teams to support system deployments, upgrades, and large-scale initiatives.
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Establish structured project tracking and reporting mechanisms to drive transparency and accountability.
Customer Experience & Escalation Management
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Own the escalation framework for complex technical issues, ensuring timely resolution and clear communication with stakeholders.
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Champion a high standard of customer service, ensuring consistent follow-through and satisfaction across all support interactions.
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Continuously evaluate and enhance the end-to-end customer support experience, particularly within phone-based support channels and field services.
Risk Management, Compliance & Safety
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Ensure unwavering commitment to safety standards, operational policies, and regulatory requirements across all technical and field activities.
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Mitigate risks through proactive planning, clear protocols, and ongoing team education.
Operating Environment & Leadership Expectations
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Maintain situational awareness of technical operations and provide guidance or escalation support as needed; limited direct involvement in hands-on technical tasks except during training, during maintenance trips, or other critical circumstances.
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Operate effectively in a dynamic, evolving environment where processes, tools, and infrastructure are still being established and refined.
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Lead through simultaneous execution and infrastructure build-out, ensuring day-to-day service delivery while introducing structure, consistency, and improved ways of working.
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Bring a builder’s mindset, identifying gaps and implementing scalable solutions across people, processes, and systems.
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Create clarity in ambiguity by defining expectations, standardizing workflows, and driving the transition to structured, measurable operations.
Collaboration & Stakeholder Partnership
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Act as a key liaison between technical support, development, operations, and external partners to ensure alignment and seamless execution.
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Provide insights and recommendations to leadership regarding system performance, support trends, and infrastructure needs.
Qualifications
Education, Certification(s), and Experience
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A bachelor’s degree in a related field (e.g., Information Technology, Business, or Operations Management) is strongly preferred, with consideration given to candidates who have completed substantial college coursework combined with relevant professional experience.
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Minimum of 5–7 years of progressive experience in technical support, field service, or IT operations, with at least 2–3 years in a leadership or supervisory capacity.
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Demonstrated experience building or improving support functions, processes, or infrastructure (e.g., call center support, field operations, service delivery models).
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Proven track record of driving performance, accountability, and service improvements through metrics and process optimization.
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Relevant technical certifications a plus.
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Valid driver’s license required.
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High school diploma required.
Skills and Abilities
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Strong leadership, coaching, and team development skills, with the ability to build high-performing, customer-focused Technical Support teams.
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Excellent organizational and planning capabilities, including experience with workforce planning, scheduling, and resource allocation.
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Ability to design, implement, and improve operational processes and service delivery frameworks.
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Strong analytical skills, with experience using data insights to guide decisions and improve performance.
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Exceptional communication and stakeholder management skills, with the ability to influence across teams and levels.
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Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
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Strong problem-solving and decision-making skills, particularly in complex or escalated situations.
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Proficiency in standard business systems, service management tools, and reporting platforms.
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Ability to adapt to evolving business needs and lead change effectively.
Physical Requirements:
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Ability to stand for extended periods.
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Ability to frequently bend, reach, and lift items up to 50 pounds with assistance.
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Requires occasional climbing, balancing, stooping, kneeling, crouching, or crawling.
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Frequent standing, walking, and sitting are necessary. Regular use of hands and fingers for handling, reaching, and tactile sensing is expected, along with the ability to communicate clearly through speech and hearing.
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Visual requirements include close vision, distance vision, peripheral vision, and depth perception.
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Comfortable working on ladders or at heights.
Travel Required
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Travel and provide onsite support for customer locations as needed (estimated 30%, travel heaviest from March through June).
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Must be eligible to obtain and maintain a valid U.S. passport and legally authorized to travel domestically and internationally as business needs require.
Environmental Demands:
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Work in various environments, including warehouses, office spaces, hotels, and outdoor locations like theme parks and attractions.
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Indoor locations are temperature-controlled and frequently noisy.
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Outdoor locations are subject to extremes of heat, cold, humidity, insects/rodents and noise.
DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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