Onsite Technical Support Manager

Onsite Technical Support ManagerContract to Hire 

Compensation: $40/HR

Location: Irving, TX
Position Summary

The Onsite Technical Support Manager oversees a geographically dispersed support team serving one or more offices across multiple regions. The team may include team leads, associates, senior associates, interns, and consultants.

This role establishes technical priorities, standards, and procedures; ensures compliance with enterprise policies; and delivers technology solutions that improve operations. The manager partners with business stakeholders and senior leadership to recommend solutions, resolve critical issues, and support enterprise-wide and site-specific projects.

Key ResponsibilitiesIncident Management & Resolution

• Identify, document, analyze, and respond to critical incidents.

• Coordinate resolution of complex issues requiring support from multiple teams.

• Serve as an escalation point for IT and business issues.

• Oversee monitoring and resolution of audiovisual issues, including conference room equipment and meeting or event support.

Team Leadership & Resource Management

• Manage hiring, terminations, and recommendations for promotions or organizational changes.

• Develop and monitor team capacity plans.

• Coach and mentor employees and coordinate appropriate training.

• Identify development opportunities to strengthen team capabilities.

• Prepare performance evaluations and conduct reviews.

• Analyze key metrics to monitor team performance.

• Coordinate with staffing vendors and other third parties to fill positions.

Project Management

• Ensure team project deliverables are completed on time and within budget.

• Identify project issues and escalate concerns to the Project Management Office.

• Participate in project meetings as needed.

• Support projects requiring collaboration with business sponsors and key stakeholders.

Technical Consultation

• Contribute to long-term technology and systems strategies.

• Assess the impact of new solutions and their implementation.

• Recommend technology improvements to business stakeholders and internal leadership.

Communication & Stakeholder Support

• Communicate team performance, project progress, incidents, and operational status to business stakeholders and IT management.

• Manage customer expectations and maintain strong business relationships.

• Help develop and document policies and procedures.

• Review and approve change controls through ServiceNow.

• Train small and large groups on new IT solutions.

Continuous Improvement

• Stay informed about technology developments through training, conferences, research, and product evaluations.

• Identify opportunities to improve team processes, project execution, and business operations.

• Support implementation of ITIL best practices.

Required Qualifications

• Bachelor’s degree from an accredited university, preferably in Computer Science, Information Systems, or a related field, or a demonstrated track record of relevant IT experience.

• At least 6 years of IT experience.

• At least 3 years of IT management experience.

• Experience managing an IT operations team.

• Experience managing a portion of an IT budget.

• Experience implementing ITIL best practices.

• Experience managing projects involving business sponsors and key stakeholders.

Schedule & Travel Requirements

• Flexibility to work nonstandard business hours when requested or needed.

• Availability by cell phone after hours for issue resolution and assistance.

• Local travel between offices is required.

• Occasional travel outside the local area may be required.

Additional Information

This description outlines the position’s essential responsibilities and is not an exhaustive list of duties. Responsibilities may be assigned or modified based on business needs. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential job functions.

This job description does not create an employment contract or alter the at-will employment relationship.

The employer is an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at [email protected]