Manager IT Support - (Evenings)

RBC; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A prominent financial services company is looking for a Manager for their IT Support team. The role involves leading a team to ensure efficient technical support and high levels of customer satisfaction while managing day-to-day operations and driving process improvements. Candidates should have extensive experience in technical support and demonstrated leadership skills in a service-oriented environment.

Benefits

Comprehensive rewards program

Development support

World-class training in financial services

Qualifications

• 3+ years in technical support or service delivery.
• At least 1 year in management.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage the TSS desk, ensuring timely resolution of technical issues.
• Lead and coach a team of 10-17 Technical Support Analysts.
• Develop and implement processes to improve TSS functions.

Skills

Critical Thinking

Customer Support Systems

Group Problem Solving

IT Service Management

IT Systems Management

Process Management

Time Management

Tools

ITSM tools

Job description

Join to apply for the Manager IT Support - (Evenings) role at RBC.

What is the Opportunity?

We are seeking an experienced and skilled TSS Desk Manager to lead our Technical Support Services (TSS) team. The successful candidate will be responsible for coaching and developing a team of 10-17 Technical Support Analysts, managing the day-to-day operations of the TSS desk, ensuring timely and effective resolution of technical issues, and providing exceptional customer service to our clients. The TSS Desk Manager will also contribute to developing and implementing processes and procedures to improve the overall efficiency and quality of the TSS function.

Evening Shifts 9 pm to 5 am EST Sunday to Thursday, (off Friday and Saturday)

• Manage the TSS desk, ensuring all technical issues are resolved promptly and effectively.
• Coach and support Tech Support Analysts to achieve key KPIs such as Productivity, Quality Service, and Schedule Adherence, following the performance management process if necessary.
• Provide leadership and guidance to the TSS team, including mentoring, coaching, and development of team members.
• Develop and implement processes and procedures to improve the efficiency and quality of the TSS function.
• Ensure all TSS team members are aware of and adhere to policies, procedures, and SLAs.
• Collaborate with engineering and operations teams to resolve technical issues and enhance service delivery.
• Analyze and report on TSS metrics, including ticket volume, resolution rates, and customer satisfaction. Maintain relationships with stakeholders such as clients, vendors, and internal teams.
• Stay updated on industry trends and emerging technologies to improve the TSS function.
• Ensure all TSS activities comply with standards, policies, and procedures.

Job Summary & Job Description

The role involves leading the TSS team, managing operations, and driving process improvements to ensure high-quality technical support and customer satisfaction.

What do you need to succeed?

Must have:

• 3+ years in technical support or service delivery, with at least 1 year in management.
• Experience coaching in a high-volume environment with KPI focus.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work in a fast-paced environment with multiple priorities.
• Strong analytical and problem-solving skills, with the ability to influence through management.

Nice to have:

• Strong technical knowledge, including ITSM frameworks and technologies.
• Experience with ITSM tools like incident, problem, and change management.

What’s in it for you?

We offer a comprehensive rewards program, development support, impactful work, a collaborative environment, and world-class training in financial services.

Job Skills: Critical Thinking, Customer Support Systems, Group Problem Solving, IT Service Management, IT Systems Management, Process Management, Time Management.

Additional Job Details

• Location: RBC Centre, 155 Wellington St W, Toronto, Canada
• Work hours: 37.5/week
• Employment type: Full-time, Salaried
• Platform: Technology and Operations

Application Deadline: 2025-07-18

Note: Applications accepted until 11:59 PM the day before the deadline.

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