Technical Support & Systems Lead

Job Title: Technical Support Systems Lead A Growth Role for a Strong Technical Contributor Ready for the Next Step Reports To: Manager, Technologies Operations Services Delivery Scope: Three SPS Global production sites Position Overview SPS Global is seeking a driven and detail-oriented Technical Support Systems Lead who is ready to step into a broader leadership role. This position is ideal for a hands-on technical professional with up to 7 years of experience who wants to expand their impact across multiple sites, lead a small team, and own the technical stability of high-volume production environments. This role offers the opportunity to strengthen leadership experience, deepen workflow expertise, and work closely with operations, IT, and vendors while supporting mission-critical systems.

What Makes This Role Attractive Multi-site responsibility Leadership experience —lead a small team and influence operations across shifts. High visibility —supports critical document and image processing workflows. Skill building —hands-on work with scanners, workflow platforms, IDF rooms, cabling, and new client implementations.

Career path —strong foundation for future roles in Technical Operations, Systems Engineering, or Implementation.

Key Responsibilities

Technical Support System Operations Oversee daily technical support for document and image processing workflows. Maintain uptime and accuracy across scanners, workflow tools, and production systems. Troubleshoot Windows 10/11, file shares, print mapping, scanners, and workflow applications.

Ensure readiness of wired/wireless/mobile scanning devices and production equipment. Support infrastructure components such as IDF rooms, patch panels, and cabling. Workflow Stability Service Delivery Ensure workflows meet SLAs, KPIs, and quality standards.

Collaborate with operations and IT to stabilize and troubleshoot systems. Track and document incidents, service requests, and workflow issues. Client Onboarding Implementation Support onboarding of new client workflows, testing, and validation.

Execute production readiness tasks using checklists and governance documentation. Participate in rollout and system transition activities. Governance, Reporting Compliance Maintain SLA reporting, incident logs, and escalation procedures.

Provide weekly and monthly updates on system performance and readiness. Keep detailed documentation of fixes and system changes. Team Coordination Serve as the technical point of contact across all three sites.

Assist in coaching, guiding, and standardizing support approaches for site-level teams. Train staff on system updates, tools, and workflow enhancements.

Nice To Have

) Support coordination with equipment/technology vendors. Track vendor SLAs and response times. Escalate recurring issues as needed.

) Identify stability and workflow improvement opportunities. Recommend documentation, testing, or support process enhancements. Implement practical improvements aligned with SPS governance.

Qualifications

~5–7 years of technical support or production systems experience. Understanding of system-to-production data flows. Hands-on experience with Windows 10/11 troubleshooting, scanners, printers, and file shares.

Exposure to testing, validation, and implementation support. Experience with IDF rooms, patch panels, cabling, or network-connected devices preferred. Familiarity with Opex, CertainScan, or similar platforms is a strong plus.

Highly organized and comfortable following structured processes. Effective communicator capable of collaborating with operations, IT, and vendors. Strong documentation discipline and ability to manage multiple priorities.

” Process-driven, attentive to detail, and dependable. Steady under pressure in fast-paced production environments. Collaborative mindset with the ability to influence across teams.