Technical Support Manager (Hybrid)

RR Donnelley•Kansas City, MO

2h•Hybrid

About The Position

RRD provides marketing, packaging, print, and business services to global brands, leveraging proprietary technology, advanced data analytics, and expertise to drive organizational decision-making and deliver sustainable solutions. This role is for a Technical Support Manager who will be responsible for the day-to-day supervision of the City Office Technical Support team, comprising nine technicians across eight offices in the United States. These technicians serve as the primary contact for end-users at their respective locations. The manager will ensure excellence in service delivery and customer relations, integrate with a larger technical team in Kansas City to deploy new technology, and assist with related projects. The position requires strong writing and communication skills, experience with metric-based auditing of services, and the ability to build strong relationships within the technical and end-user communities, including seven Office Administrators. Technical savvy and demonstrated leadership are essential. This hybrid position is located in a Kansas City law firm and requires timely, accurate, and professional service, with a schedule of M-F 8:00 AM - 5:00 PM CT, and on-call 24/7.

Requirements

4 Years of Management or relevant experience
Five years of technical support
Strong Team Management skills
Exceptional Interpersonal Skills
Ability to quickly make clear and concise decisions
Ability to lead a large decentralized team, ensuring accountability and timeliness of deliverables
Strong Project Management Skills
Strong Time Management Skills
Ability to travel 30% of the time
Strong written and verbal communication skills
Strong sense of professionalism

Nice To Haves

4 year Bachelors Degree preferred
Prior Law firm experience preferred

Responsibilities

Provide day-to-day supervision of the City Office Technical Support team.
Manage the activities of nine technicians in eight offices across the United States.
Ensure technicians serve as the single point of contact for the end user base at each location.
Maintain excellence in service delivery and customer relations.
Integrate with a larger technical team in Kansas City to understand and deploy new technology.
Provide assistance with any associated projects.
Facilitate strong relationships within the technical and end user community, including seven Office Administrators located on-site.
Provide timely, accurate, and professional service at all times.