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 experiencelead a small team and influence operations across shifts.
• High visibilitysupports critical document and image processing workflows.
• Skill buildinghands-on work with scanners workflow platforms IDF rooms cabling and new client implementations.
• Career pathstrong 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.

Vendor Coordination (nice to have)

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

Continuous Improvement (nice to have)

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

Qualifications

• 57 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.

Candidate Profile

• Ready to step from strong contributor to technical leader.
• Process-driven attentive to detail and dependable.
• Steady under pressure in fast-paced production environments.
• Collaborative mindset with the ability to influence across teams.
• Motivated to grow technical depth leadership capability and cross-site visibility.

Why SPS Global

SPS Global partners with clients to deliver scalable high-performance operations through disciplined execution and continuous improvement. This role ensures our technology ecosystem works seamlessly with daily operationsdriving stability consistency and client success.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings:Medical Dental Vision HCFSA DCFSA HSA Commuter Transit and Parking Supplemental Life Insurance Accident Insurance Critical Illness Hospital Indemnity Legal Program Identify Theft Protection Pet Discounts Pet Insurance Group Home and Auto Insurance EAP Short Term Disability Life Insurance Education Discounts 401k w/ matching Entertainment Discounts & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America our services include Mailroom Management (both physical and digital) Office Services such as Reception Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking insurance legal higher education advertising and other professional services including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people applicants and employees by promoting a culture of access inclusion equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual and reproductive health choices national origin age disability genetics military status gender identity or expression sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process applicants may not use AI tools or any other form of real-time assistance during interviews.SPS team members may use transcription or note-taking technology solely to support accurate interview documentation.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability you may request an accommodation at any time.

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