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Technical Support Manager

2 months ago

Reston, United States SECURIPORT Full time

Job Summary: Securiport LLC is a US company based in Washington, DC, that specializes in the design and implementation of passenger biometric recognition, immigration processing, and intelligent information reporting and management systems based on advanced technological solutions. Securiport provides a complete immigration processing solution and analytics to maintain border security. Services include technical analysis, design, implementation and maintenance of Securiport's software solutions, training, and technical support to the field operations.

The Technical Support Manager is responsible for the day-to-day operation of the organization's Immigration and analytical solutions and systems across the globe, ensuring the systems, hardware and networks are available 24/7/365 and updated with the latest patches and release packages, also providing support to the issues that could arise in the operations regarding our tools and systems as well assisting and guiding the technical personnel in the field in the resolution and troubleshooting of issues.

The Technical Support Manager plays a critical role in the success of Securiport's product and service delivery. Must have a clear understanding of Securiport's mid and long-term goals in terms of resource allocation and value creation. To thrive in this role, the Technical Support Manager must keep up with industry trends, products, and customer needs for the purposes of efficiently and effectively managing Securiport's resources throughout implementations.

Essential Functions

  • Direct and coordinate a team of tech support specialists/help desk technicians.
  • Ensure the SLA (Service Level Agreement) with the clients(internal/external) is met.
  • Prioritize IT-related problems as they come in to Help Desk and escalate when necessary.
  • Assign problems/tasks to tech support specialists and/or the QA and Development team using the tools provided to that end (Redmine/TFS or other if assigned).
  • Ensure the proper usage of the Issue Tracking tools according to the manual and procedures across operations.
  • Regularly analyze and review logs to determine if problems are imminent and develop solutions before, they occur.
  • Analyze and provide guidance in the resolution and troubleshooting of bugs and other issues that affect the optimal and normal operation of our systems.
  • Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions.
  • Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records.
  • Maintain in-depth knowledge of Securiport products and stay up to date with ongoing product releases.
Required Knowledge, Skills, Abilities
  • Strong written and verbal communication skills and good presentation skills
  • Experience working with source control systems
  • Experience working with issue management systems.
  • Strong business acumen, problem solving abilities, and good judgment.
  • High integrity and an unyielding commitment to compliance and innovation.
  • Ability to speak English and French Fluently.
Required Education, Certifications/ Licenses, Related Experience
  • Master's degree in information technology or related field.
  • PMP Certification is highly preferable.
  • 5+ years of experience working and administering Windows/Linux environments and OS scripting languages (PowerShell, etc.).
  • 5+ years working directly with business/customers to understand business needs and applying solutions to customer requirements.
  • 5+ years of eliciting customer requirements and transferring requirements into deliverable items.
  • 5+ years project/program management experience required, including managing development/test teams.
Physical Job Requirements
  • The This position requires the ability to remain in a stationary position (standing and/or seated) all the time.
  • This position requires the ability to spend all the time viewing computer monitors.
Travel Requirements
  • The anticipated travel will be by air and car.
  • The person in this position may be required to travel outside the country sporadically to participate in global operations projects.


Securiport is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Securiport is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.

Disclaimer: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position at the time this job description was written. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. This document does not create an employment contract, implied or otherwise, and all employees in this position are employed "at-will."