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Technical Support & Systems Lead

Pittsburgh, Pennsylvania, United States

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.

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

  • ~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.

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 operations—driving stability, consistency, and client success.

 

Compensation: 
The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors.

Use of Artificial Intelligence (AI):
No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. Our company uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.

Vacancy Status:
This posting is for an existing vacancy.

Pay Range

$90,000 - $100,000 USD

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.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

 

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