Tech Support V

Job#: 2086930

Job Description:

Position: Tech Support Manager

Contract Rate: 35-40/hr on W2

Length: 3+ Month Contract - Potential to extend and convert full time

Location: Atlanta, GA

On-Site Requirements: On-Site Monday-Friday (8am-5pm ET)

Job Summary: The Manager, Payments is responsible for managing a team who will ensure the stability, integrity, and efficient operation of the payment platform, with the goal of ensuring high levels of guest satisfaction by monitoring, maintaining, supporting, and optimizing payment technologies. They will manage, execute, and continually improve on all processes, including, but not limited to requirements gathering, configuration and testing, system launch, post-launch support, and escalated (level 3) support. This position will establish close business relationships with corporate and franchise teams through regular communication and business reporting. They will also be key to managing vendor relationships relative to all aspects of the payments platform. They will apply proven communication analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

Key Responsibilities

• Lead and mentor a team of technical support analysts focused on POS systems
• Oversee daily support operations, ensuring SLAs and KPIs are consistently met
• Act as an escalation point for complex technical issues involving hardware, software, and network connectivity
• Collaborate with IT, product, and vendor teams to troubleshoot and resolve systemic issues
• Develop and maintain support documentation, knowledge bases, and training materials
• Monitor system performance and proactively identify areas for improvement
• Manage onboarding and training for new support staff
• Coordinate with vendors and third-party service providers for hardware/software maintenance
• Provide regular reporting on support metrics, incident trends, and customer satisfaction
• Participate in system upgrades, rollouts, and testing initiatives

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 5+ years of technical support experience, with at least 2 years in a managerial or supervisory role
• Strong understanding of POS systems (e.g., Fiservs Carat platform, NCR, Oracle Micros, Square, Toast, etc.)
• Familiarity with Windows/Linux environments, networking fundamentals, and payment processing protocols
• Excellent leadership, communication, and problem-solving skills
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira)

Preferred Skills

• ITIL certification or equivalent service management experience
• Experience in retail or hospitality technology environments
• Project management experience

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.