Technical Support Manager

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

As a subsidiary of TKC Holdings, Inc. and Keefe Group,ICSolutions (ICS)has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

The Correctional Communications Technical Support Manager is responsible for overseeing the operation, support, and continuous improvement of mission-critical communications systems within multiple correctional environments. This role leads technical support staff, manages incident and request workflows through ServiceNow, and ensures high availability, security, and compliance of communications technologies supporting custody, emergency response, and facility operations.

The ideal candidate combines strong leadership, deep technical troubleshooting skills, and advanced ServiceNow administration and process design experience in a 24/7 public safety setting.

Essential Functions, Duties, and Responsibilities

• Technical Support & Operations
  • 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.
• ServiceNow Leadership
  • 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.
• Team Management
  • 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.
• Continuous Improvement
  • 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.

• 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.

IC Solutions offers comprehensive benefits to all regular-full time employees:

• Medical w/prescription coverage
• Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.
• 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

IC Solutions also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages.

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here:https://tkcholdings.com/privacy-policy-108