Technical Support & Systems Lead
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.
Key Responsibilities
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.
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.
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.
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.
Serve as the technical point of contact across all three sites.
Aid 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.
(Nice to have) Track vendor SLAs and response times.
(Nice to have) Escalate recurring issues as needed.
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.