TKC Holdings, Inc. · 13 hours ago
Technical Support Manager
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
$100K/yr - $100K/yr
5+ years expTKC Holdings, Inc. is a respected leader in the corrections and hospitality industries, committed to delivering excellent products and services. The Correctional Communications Technical Support Manager oversees the operation and support of communications systems in correctional environments, leading technical support staff and ensuring high availability and compliance of technologies.
ElectronicsFood and BeverageHospitality
Responsibilities
Manage day-to-day technical support for correctional communications systems, including telephony, video, and integrated tablet platforms
Ensure continuous availability of mission-critical communications systems in a 24/7 correctional environment
Lead incident response for system outages, degraded service, and emergency communications failures
Coordinate with custody leadership, IT, vendors, and correctional staff during critical events
Own and administer ServiceNow modules to include Incident, Problem, Change, Request, Knowledge, and CMDB
Design, implement, and optimize ServiceNow workflows to support correctional communications operations
Develop SLAs, KPIs, dashboards, and reports to track performance, availability, and compliance
Drive ITIL-aligned processes for incident management, problem resolution, change control, and asset tracking
Automate intake, escalation, and approval workflows for communications-related requests and outages
Supervise, mentor, and schedule technical support staff and on-call rotations
Establish standard operating procedures (SOPs) and escalation paths
Conduct performance evaluations and support training and certification development
Identify trends and root causes using ServiceNow analytics and operational data
Recommend system enhancements, lifecycle upgrades, and process improvements
Participate in planning and deployment of new communications technologies and facility expansions
Other duties as assigned
Qualification
Required
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
Experience leading technical teams in a 24/7 operational environment
Proven ability to manage high-priority incidents under pressure
5+ years of experience supporting communications or critical systems in a public safety, corrections, or regulated environment
3+ years of experience administering and configuring ServiceNow
ServiceNow certifications
Experience in correctional facilities, law enforcement, or emergency communications
Knowledge of VoIP, integrated security platforms, and video management systems
ServiceNow administration and workflow automation
Incident, problem, and change management
Leadership and staff development
Crisis management and decision-making
Vendor and contract management
Strong communication with technical and non-technical stakeholders
Benefits
Medical w/prescription coverage
Dental
Vision
Basic Life and Basic Accidental Death and Dismemberment Insurance
Short Term Disability
Long Term Disability
Voluntary benefits that can be selected to create the right package for you
Paid time off
Company Match for the 401(k) Retirement Savings Plan
DailyPay providing you immediate access to earned wages
Company
TKC Holdings, Inc.
TKC Holdings, Inc. is the parent company for Trinity Services Group, Keefe Group, and Courtesy Products.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Gary Snyder
Chief Executive Officer
Ryan Essner
Chief Information Security Officer
Recent News
Connecticut Post
2025-04-06
Company data provided by crunchbase