Technical Support Operations Manager

2 weeks ago

Englewood, United States Visual Image Full time

Company Overview

We are a leading provider of digital signage solutions, offering both software and hardware to deliver comprehensive turnkey systems for businesses of all sizes. Our innovative solutions engage audiences with interactive content through digital displays. From initial hardware setup to ongoing software support, we offer a full suite of services to meet our clients’ needs.

Role Overview

We’re seeking a Technical Operations Manager to lead and mentor our technical service team. This hands-on role involves not only managing and supporting staff but also contributing directly to service delivery. You’ll collaborate closely with the CTO to plan platform upgrades, test deployments, and ensure that internal systems are maintained to the highest standards. The role includes responsibility for the financial performance of the technical division, driving operational efficiency and success.

Key Responsibilities

  • Team Leadership:
  • Manage and mentor a technical support team of three.
  • Ensure staff follow best practices for diagnostics and ticket resolution.
  • Provide Level 2 technical support for digital signage and corporate AV solutions.
  • Service Operations:
  • Monitor and analyze service tickets, assisting with escalations as needed.
  • Configure new hardware and assist with service tickets as a working manager.
  • Report ticket status and generate detailed reports for major clients.
  • System Maintenance & Development:
  • Maintain and upgrade internal servers and services.
  • Develop best practices, work plans, and ticket templates.
  • Work with the CTO to design and implement testing programs for new hardware and software.
  • Logistics Support:
  • Oversee shipping and receiving of hardware related to service tickets.
  • Assist with warehouse operations as necessary.

Qualifications

  • Required Experience:
  • Proven track record managing an IT/AV service or technical support team.
  • Strong understanding of AV integration, LED technology, and digital signage solutions.
  • Skills:
  • Excellent communication, negotiation, and presentation abilities.
  • Strong multitasking skills with the ability to manage multiple projects.
  • Proactive and results-driven with a passion for operational excellence.
  • Comfortable working with both hardware and software solutions in a turnkey system environment.
  • Willingness to assist in resolving service tickets, including direct client communication.

Benefits

  • Competitive salary and performance-based incentives.
  • Health, dental, and retirement benefits.
  • Professional development and career growth opportunities.
  • Onsite role fostering team collaboration and operational focus.

Application Process

To apply, please submit your resume and a cover letter detailing your experience and interest in the position. We look forward to welcoming a dynamic and results-oriented Technical Operations Manager to our growing team.

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