Manager of Technology Support
hireVouch
- Concord, ON
- $120,000 per year
- Permanent
- Full-time
future technology. This role defines a vision for making technical support a key driver of efficiency and satisfaction within the organization. The manager is tasked with delivering strategic insights,
operational improvements, and a strong dedication to excellence in service. Their leadership is crucial in shaping the IT department’s culture and its reputation across the company.Major Responsibilities
- Leadership and Team Development: This is a leadership role which involves mentoring the technical support team, fostering a culture of continuous learning, innovation, and accountability.
- The manager’s responsibilities include removing obstacles, promoting teamwork, and creating a positive team environment. Achieving this requires robust technical and managerial skills alongside a high level of emotional intelligence.
- Strategic Technical Support Management: The manager is responsible for auditing and revamping current technical support practices. They will create and drive a strategic course that aligns technical support with the organization’s wider goals. Integrating the latest methodologies,
- technologies, and best practices to upgrade support services. Familiarity with contemporary technical support trends and their practical application within the company is essential.
- Asset Management and Maintenance: The manager will develop a strategy for managing the lifecycle of all hardware and software assets, ensuring optimization, security, and full utilization.
- This includes conducting regular asset utilization reviews, sustainable asset disposal practices, and compliance with industry and environmental standards.
- User Satisfaction and Engagement: Understanding the needs of the user will be critical to this role. The manager will create strong feedback loops, making the technical support team proactive in identifying and resolving potential issues. This role also involves leading initiatives to educate users, enabling them to utilize technology more effectively and reduce reliance on support services.
- Process Improvement and Documentation: The manager will spearhead efforts to map all technical support processes, identify inefficiencies, and implement enhancements. A focus on automating and streamlining processes to boost efficiency and minimize errors is key. Ensuring that processes are documented and accessible is essential for maintaining consistent and highquality support.
- Strategic Collaboration: This position works in collaboration with various internal and external partners. The manager will own vendor relationships to secure the best terms and services for the organization. They will need to coordinate closely with HR, Finance, Operations, and other departments to ensure that the technical support team effectively supports the organization’s workforce.
- Bachelor’s degree in Information Technology, Computer Science, Systems Engineering, or a related field.
- Advanced certifications in fields like ITIL, Lean IT, Six Sigma, or similar, will underscore a dedication to service management excellence.
- The ideal candidate will have a strong background in technical support, marked by transformative leadership and innovation.
- Experience in a leadership role within complex technical support ecosystems is crucial.
- Must possess a blend of strategic insight and practical skills, with experience in strategic planning, team leadership, and operational management in technical support contexts.
- As a change agent, the candidate should be adept at driving innovation and improvement in the IT department and influencing broader organizational strategies.
- Demonstrated experience with advancing technical support to meet and exceed organizational objectives as well as a mix of technical expertise, strategic vision, and exemplary leadership to elevate technical support services as a foundational pillar of innovation and support within the company