Technical Support Manager

Switchboard•Linthicum, MD

1d•$120,000 - $140,000•Onsite

About The Position

Switchboard is seeking a Technical Support Manager on behalf of our client, Open Technology Solutions (OTS). This is a people-first leadership role for someone who genuinely loves the service side of IT. In this role you will be on site with one OTS' credit union partners, supporting a team of six technicians. If you thrive in a fast-paced environment and take pride in delivering exceptional end-user experiences, we want to hear from you. About Open Technology Solutions Open Technology Solutions (OTS) is a CUSO (Credit Union Service Organization) providing shared technology services to credit union partners. Built on a cooperative model, OTS delivers enterprise-grade IT infrastructure, support, and innovation to its partner organizations — allowing them to compete at a higher level while keeping costs in check. OTS operates with the values of a credit union at its core: member-focused, collaborative, and committed to long-term relationships over short-term wins.

Requirements

A genuine customer-first orientation — you measure your success by how well your team serves others, not by how technically sophisticated your solutions are
2+ years of recent leadership experience managing a team
A positive, optimistic outlook — you energize teams rather than drain them, and you find solutions instead of reasons something won't work
Strong sense of ownership; proactive at finding solutions and simplifying systems
Excellent communication skills — especially with executives, business stakeholders, and end users who may have zero interest in how the sausage is made
Organized and detail-oriented, with experience managing metrics, SLA performance, and operational reporting
Desktop support experience across PC hardware, software, directory services, and end-user environments
Working knowledge of the ITIL framework and experience operating in a formal service management environment
Experience with ITSM platforms — SysAid or ServiceNow strongly preferred
Proficiency with Microsoft 365 and common productivity tools
Experience managing vendor relationships with hardware providers such as HP, Dell, or similar
Working knowledge of audio/video conferencing technology and room system support

Nice To Haves

Ability to travel approximately 10% of the time

Responsibilities

Model and reinforce a positive, service-oriented culture; motivate the team during high-demand periods and keep morale steady when things get complicated
Serve as the primary escalation point for end-user incidents, requests, and personnel matters — owning issues through resolution with a sense of urgency and accountability
Communicate proactively with senior leadership and key stakeholders, translating technical issues into clear business language
Monitor team performance against SLAs and service metrics
Manage work request processes through the ITSM platform, intentionally optimizing resource deployment and field operations for efficiency and coverage
Oversee enterprise asset management, device lifecycle, and hardware maintenance across desktops, laptops, mobile devices, phones, tablets, printers, and scanners
Manage vendor relationships with hardware and software partners (HP, Dell, and similar) including procurement, warranty, and support escalations
Participate in the development and enforcement of processes, policies, and procedures aligned with ITIL best practices and company standards