Technical Support Manager

Compucom Systems, Inc.

provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses.

To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It!

We're looking for a Technical Support Manager to join our team.

The Technical Support Manager will manage the technical services-related operations including engineering, IT, or maintenance staff to ensure all jobs get completed on time, within budget, and to customer specifications.

This role will be responsible for the delivery of Service Desk services as described in the client's Statement of Work (SOW). In addition, this role will coach and develop the team in all areas of performance.

This individual will lead the team as they interact with customers through different platforms and manage the ticket resolution process.

**Responsibilities** + Builds and maintain a positive relationship with the account team.

+ Facilitate access to appropriate SME from the group based on workloads and contractual obligations.

+ Engages in Remote Delivery services and escalations in accordance with contract and procedures, including conflict resolution, communications coordination, and service improvement.

+ Communicates any and all issues related to service delivery to the Account Manager and Sales Executive in a timely manner.

+ Ensures accountability related to best practices and quality initiatives from the Operations Leadership Team.

+ Ensures delivery of standardized weekly, monthly & quarterly metrics to account management team and customer as appropriate.

+ Possesses high level of business acumen and political astuteness.

+ Conversational ability regarding technical terms and subjects.

+ Ensures delivery team compliance to the client-specific ITSM methodology processes.

+ Sets expectations to client and Account Executives for all deliverables.

+ Acts as liaison with Remote Delivery departments to identify process improvement opportunities and implement efficiencies accordingly.

+ Works with P&L owner to support targets.

**Skills & Qualifications** + Strong experience in similar client servicing role is required.

+ Experience in a similar role in a Service Desk environment preferred but not required.

+ 3+ years of relevant work experience.

+ Ability to lead with a winning and positive attitude.

+ Can handle pressure and difficult situations directly and swiftly.

+ Excellent written and verbal communication skills.

+ Strategic thinker, can analyze, recommend, and help grow the business.

+ Proactive: looks to identify issues before they arise so they can be prevented or at least corrected quickly.

+ Intermediate to Advanced Excel skills.

+ Understands CompuCom's Service Profile and Related Technologies used in Service Delivery.

+ Can locate and utilize industry and competitive trends impacting the client.

**Wage Range** The annual starting salary for this position is between $41,250 - $55,000 annually.

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

**Benefits** : The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

More detailed information can be found here.

( The compensation and benefits information is accurate as of the date of this posting.

The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

**Expiration Date** This posting is anticipated to remain open until 6/6/2026.

**Equal Employment Opportunity** Compucom is committed to providing equal employment opportunities in all employment practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

**Work Authorization:** Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

**Arizona Applicants** : **TO THE EXTENT REQUIRED BY APPLICABLE LAW, THE COMPANY MAINTAINS A SMOKE-FREE WORKPLACE.** **California Residents** : **PLEASE REVIEW THE** CALIFORNIA CONSUMER PRIVACY ACT NOTICE ( **We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws.

This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.** **Maryland Applicants** : **UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST.

AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.** **Massachusetts Applicants** **: IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT.

AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITY.** **Rhode Island Applicants** : **THE COMPANY IS SUBJECT TO CHAPTERS 29-38 OF TITLE 28 OF THE GENERAL LAWS OF RHODE ISLAND, AND IS THEREFORE COVERED BY THE STATE'S WORKERS' COMPENSATION LAW.** CompuCom is committed to providing equal employment opportunities in all employment practices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.