Manager , Technical Support Production Printing

Job Title

Manager I, Technical Support Production Printing (Inbound Digital Mail Services)

The Manager of Technology Support (Digital Mail Services) is responsible for managing a team that is the first point of contact for Technology Service and Support for all Inbound Operations personnel and locations. This role reviews technical specifications and requirements for all production digital mail projects. It works cross‑functionally with various Project Managers, Operations Leads, and Clients to understand the requirements, manage resources to design & modify workflows using a variety of digital scanning, image capture and indexing tools in the Ricoh portfolio.

The manager delivers projects on time, provides steady‑state support at the lowest possible cost, organizes the team’s best approach with software and hardware tools to automate and check all processes, and manages the security and integrity of all client data and images. Recommendations for software and hardware enhancements to improve operational efficiencies are also made.

• Manage the technical staff to ensure that all production/digital print projects are set up and monitored to meet delivery timelines and project specifications.
• Maintain and update technology solutions hardware/software (UNIX, Windows) to supported releases and implement protocols to manage client and Ricoh data throughout the production process.
• Ensure equipment and hardware adequacy to meet client needs.
• Work with project management, operations and clients to propose and verify workflow solutions, review potential new production offerings, and provide technical guidance on product quality and ease of integration.
• Plan for and integrate any new hardware or software components into the current workflow by testing and validating functionality.
• Hire, develop, review, and manage performance of the Technical Team responsible for first‑line technological support and workflow changes.
• Provide regular updates to operations management staff on ongoing customer projects through department project status meetings.
• Act in accordance with Ricoh IT Infrastructure and Ricoh Security to maintain compliance with network and security policies and procedures.
• Perform other duties as assigned.

• BS in Computer Science.
• Minimum of 3 years of experience with Microsoft operating systems.
• 2–3 years of experience in software development & support with increased responsibility.
• 3–5 years of technological management experience strongly preferred.
• Proven track record of relationship building with internal and external customers.
• Demonstrated knowledge of technology (networks, security & compliance, Cloud services).
• Print industry knowledge a plus (Print servers, Scan & print devices, digital print workflow software).

• Familiarity with UNIX/Linux System Administration.
• SQL language proficiency.
• Programming in C/C++, VB, Java, JavaScript, SQL, Unix shell scripting.
• Image formatting and conversion.
• Ability to work in an agile software development environment.
• Data management knowledge, skills, abilities.
• Ability to manage multiple operating systems (Windows, Unix).
• Ability to develop automated solutions that fulfill project requirements.
• Technical writing capabilities.

• Projects with tight deadlines.
• Working nights and weekends as required.
• Managing multiple projects concurrently.
• Multi‑tasking.
• Minimal travel required (up to 10%).

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement savings plan (401(k)), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Other benefits to enhance health, wellness, and ongoing personal and professional development.