Hybrid Technical Support Manager: Lead a High-Performance Team

Bloom Recruiting; Southwestern Ontario; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A reputable recruiting firm is hiring a Support Manager to lead their Technical Support team in Ontario. This mid-senior level role involves managing daily operations, coaching specialists, and fostering team cohesion. Ideal candidates should have 2+ years in people management within a technical support environment, exceptional communication skills, and a strong customer-focused mindset. The position offers a hybrid work model with a commitment to maintaining high customer satisfaction with proprietary software.

Qualifications

• 2+ years of experience in a formal people management role within a technical support environment.
• Proven experience working with SaaS applications.
• Demonstrated ability to improve support processes.

Responsibilities

• Lead and mentor a team of Technical Support Specialists.
• Own day-to-day operations of the technical support function.
• Monitor and analyze key support metrics.

Skills

Customer-centric philosophy

Problem-solving

Excellent communication skills

Team leadership

Proficiency with ticketing systems

Education

Relevant post-secondary education

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

Job description

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