Technical Support Manager

Summary/ Objective

The Technical Support Manager is responsible for managing the daily operations of the technical support staff, Escalation Management, planning and developing the IT infrastructure and sustaining Disaster Recovery plans and Business Continuity. This position requires a high level of emotional intelligence, technical background, leadership skills and judgment to accomplish goals.

Essential Functions

Primary Responsibilities:

• Supervision and Management of the Information Technology technical staff
• Escalation Management
• Disaster Recovery and Business Continuity planning
• IT Infrastructure & communication Systems Engineering
• Requisitioning IT hardware, software, devices and services

Specific Tasks and Focus Areas:

Overall Supervision and Management of the Information Technology technical staff.

• Direct Reports - Network Administrator, IT Support Technicians, IT Support Help Desk
• Management Responsibilities:
  • Instill utilization of collaboration skills within the IT team to support Customers
  • Provide coaching on emotional intelligence to ensure top level Customer service and satisfaction
  • Conduct One on One sessions with all employees
  • Identify employee strengths and weaknesses; look to leverage strengths and improve weaknesses
  • Determine employee growth desires and capabilities
  • Identify required training, tools, aides, etc. needed to continuously improve individual performance
  • Expand and broaden the roles of key employees to foster job enrichment and satisfaction
  • Review progress on meeting personal goals and objectives during the year
  • Provide feedback to staff throughout the year on their performance
  • Foster improvements in the capabilities and performance of department employees year-over-year
  • Help to prioritize major work assignments, projects, initiatives, and personnel as required
  • Communicate effectively with staff such that they thoroughly understand expectations and performance requirements
  • Encourage employee participation and contribution to planning
  • Collaborate with Chief Information Officer on corporate planning, goals, and objectives
  • Ensure that the necessary resources are in place and available to meet all quality, schedule, cost, and customer service commitments
  • Establish, monitor, and track group key performance indicators and metrics
  • Periodically review and evaluate the results with the team
  • Lead risk analysis and mitigation activities for the group
• Interview, hire, and train employees
• Foster a well-trained, professional, motivated staff willing to take responsibility for, and be accountable for, achieving department and company goals
• Develop and champion departmental mission statement and operating principles
• Conduct Performance Management Responsibilities
• Flow down responsibilities, goals, and objectives to department employees
• Conduct annual business review and planning; set group goals, objectives, and priorities
• Establish and direct group policies and procedures, ensuring compliance with all company and regulatory policies and guidelines including those imposed by Redar customers
• Maintain historical records in accordance with the Company’s retention policies

Escalation Management

• Provide Senior level technical, software support and guidance to IT Technical Support staff as needed
• Review open or escalated technical issues with IT and Systems Manager

Disaster Recovery and Business Continuity Planning

• Employ best practices for security with least level of access required
• Recommend solutions to prevent against new threats as they become known
• Oversee system patches/updates to operating systems & clients are implemented
• Manage company data Backup, Disaster Recovery and Business Continuity Plan
• Manage user access security policy
• Collaborate with the Cyber Security and Compliance Specialist to develop and oversee appropriate security procedures to safeguard the system from physical harm and viruses, unauthorized users and damage to data

IT Infrastructure & communication Systems Engineering

• Design, establish & maintain network infrastructure, on-premises and Cloud, for Local and Wide area connectivity and VPN as required
• Assist in assessing requirements for existing and new data-related equipment attached/linked to company machines
• Maintain IT asset tracking and software licensing (as applicable)
• Assess, implement, and support systems for Cybersecurity Maturity Model Compliance
• Assess, implement and support systems for machines & equipment connected/linked computers and devices
• Plans and executes integration and acceptance testing, then oversees creation of system documentation and user training material
• Oversee telecommunications activities
• Coordinate activities to ensure success without unnecessary system outages
• Responsible for overseeing the installation of hardware, software, upgrades and supporting products

Requisitioning IT hardware, software, devices and services

• Assess and requisition network servers and hardware, operating systems, client hardware, software, peripherals, mobile devices and communication devices as required
• Assess and requisition company software licensing as required
• Access and requisition hardware service agreements as required

Competencies (Knowledge, Skills, Abilities)

Strong communications, technical knowledge, organizational and managerial skills are required with the ability to work with all levels of the organizations diplomatically and skillfully.

Supervisory Responsibilities

Provides direct supervision, guidance, and support to assigned staff, ensuring daily operations are performed efficiently and in alignment with organizational standards. Responsible for training, scheduling, performance evaluation, and fostering a positive, collaborative work environment. Addresses workflow challenges, resolves personnel issues, and ensures compliance with company policies and procedures while promoting continuous improvement and professional development within the team.

Work Environment

Standard climate-controlled office environment with moderate noise from computers, printers, and light foot traffic. Occasional exposure to varying temperatures, loud machinery, moving mechanical parts, and airborne particles.

Position Type and Expected Hours of Work

Exempt, salary position. Expected to work a full‑time schedule and maintain the hours necessary to fulfill job responsibilities. Work hours may vary based on operational needs and can include occasional extended hours, weekend work, or adjusted schedules. Reliable attendance, flexibility, and the ability to meet deadlines are essential to success in this role.

Travel

This position requires an on-site presence at our Tucson, AZ office, and has minimal travel requirements.

Required Education, Experience, Certification

• Bachelor's degree in a computer-related field or related area of study, or equivalent combination of education and experience
• Minimum three (3) years’ demonstrated managerial and supervisor experience
• Minimum three (3) years’ experience in the following areas:
• Windows server administration
• Microsoft Entra ID and Office 365 administration
• Multifactor Authentication
• Hardware/Infrastructure implementation/maintenance
• IT/Systems Project Management
• Personal computer support and maintenance
• Communication solutions
• Switches/Firewalls/Access Points (Cisco/Meraki)
• IT Procurement
• Disaster Recovery/Backup Solutions
• Previous experience with NIST800-17/Compliance or equivalent preferred
• Previous experience working for a Department of Defense Contractor preferred
• High level of Proficiency utilizing:
• Microsoft Office 365 Apps, Visio, Project
• Adobe Acrobat

Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at REDAR to bring their authentic selves to work every day. We participate in multiple community programs, flexible work hours, and family-friendly benefits to all of our employees.

• Medical, Dental and Vision
• Paid Time Off
• 401K with company match
• 9/80 Schedule (Off every other Friday)
• NOI (Quarterly Profit sharing)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.