Technical Solutions Manager

TECHNICAL SOLUTIONS MANAGER

WHAT YOU WANT TO KNOW

• Location: Chicago, IL
• Salary: $110,000 – $130,000
• Lead and develop a team of Technical Support Engineers responsible for Level 2 support across deployed digital technology.
• Take ownership of complex technical escalations involving hardware, software, networking, digital displays, media players and connected devices.
• Combine hands-on technical problem solving with team leadership, rather than moving away from the technology.
• Work across client support, installation, engineering, technology teams, vendors and OEMs supporting large-scale digital environments.

ROLE DETAILS

The Technical Solutions Manager will lead the Level 2 Technical Solutions function, taking responsibility for both the performance of the support operation and the development of the Technical Support Engineering team.

You'll oversee technical support for deployed digital environments, covering proactive monitoring, remote diagnostics, troubleshooting and escalation management. You'll also remain involved in complex technical issues yourself, helping the team resolve problems across integrated hardware, software and connectivity.

A key part of the position will be building a scalable support operation that improves resolution times, system uptime and the overall client experience.

KEY RESPONSIBILITIES

• Lead, coach and develop a team of Technical Support Engineers, managing workload, priorities, technical capability and performance.
• Oversee daily Level 2 support operations including monitoring alerts, ticket queues, escalations, ageing incidents and client commitments.
• Lead complex remote troubleshooting across hardware, software, firmware, networks, media players, displays, sensors, interactive devices and connected peripherals.
• Act as the management escalation point for complex, recurring or high-impact technical incidents, coordinating Level 3, field, vendor and OEM support where required.
• Drive root-cause analysis and corrective actions to reduce recurring technical failures and improve system reliability.
• Develop scalable support processes, troubleshooting guides, technical documentation, SOPs and escalation pathways.
• Work with Installation Services to ensure effective technical handover, commissioning and long-term support of deployed systems.
• Define and monitor service KPIs, identifying trends and opportunities to improve resolution speed, support quality and system uptime.

ESSENTIAL EXPERIENCE

• 5+ years' experience within deployed technology, digital signage, AV systems, retail technology, IT operations, field technology or a comparable technical support environment.
• 2+ years' experience leading or managing technical teams, including coaching, workload prioritisation and performance management.
• Strong hands-on troubleshooting experience across integrated hardware, software, networking and connected devices.
• Working knowledge of TCP/IP networking, Wi-Fi and wired connectivity, HDMI/DisplayPort signal paths, device configuration and remote-access tools.
• Experience working with displays, media players, sensors, peripherals, firmware and content-delivery systems.
• Experience managing incidents, escalations and service levels through platforms such as Salesforce Service Cloud, ServiceNow, Zendesk or similar.
• Experience developing technical documentation, troubleshooting processes, SOPs and root-cause/corrective-action reporting.
• Strong client-facing communication skills with the ability to translate technical issues into clear business impact, ownership and next steps.
• Experience supporting multi-site retail deployments, digital signage platforms, third-party field-service providers or warranty/RMA processes would be particularly valuable.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, Engineering, Electronics or a related technical discipline preferred; equivalent relevant experience will also be considered.
• Ability to support occasional after-hours technical escalations.
• Flexibility to travel to client sites, company facilities or partner locations when required.