Manager, Technical Support

Colas Canada; St. Albert; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A national infrastructure company seeks a Manager, Technical Support in Edmonton to lead customer-facing support across Western Canada. You will manage staff, ensure SLA compliance, and enhance customer experience. Ideal candidates have a bachelor's in Computer Science, 5+ years of relevant experience, and strong leadership skills. A hybrid work model is offered, with accommodations available upon request.

Qualifications

• 5+ years of relevant experience, including 2+ years in a supervisory role.
• Strong adaptability in fast-paced environments.

Responsibilities

• Lead and manage a high-performing technical support team.
• Analyze support metrics and manage KPIs.
• Resolve complex technical issues to enhance customer experience.
• Develop support documentation and training programs.

Skills

Technical acumen

Troubleshooting skills

Bilingual in English and French

Leadership

Communication

Education

Bachelor’s degree in Computer Science

Tools

ITIL certification

ServiceNow

Job description

About the Role

Are you a strategic leader with a passion for technical support and customer satisfaction? We’re looking for a Manager, Technical Support to lead our distributed team across Western Canada. Based in Edmonton, you’ll oversee customer-facing and Level 1 application support, drive operational excellence, and foster a culture of continuous improvement.

Main Responsibilities

• Lead and manage a high-performing technical support team.
• Recruit, train, and mentor staff, promoting professional growth.
• Organize support schedules and ensure SLA compliance.
• Analyze support metrics and manage KPIs.
• Oversee IT systems, hardware/software installations, and asset tracking.
• Recommend upgrades and maintain operational efficiency.
• Liaise between business stakeholders and ISS teams.
• Resolve complex technical issues and enhance customer experience.
• Develop support documentation and training programs.

Qualifications and Experience

• Bachelor’s degree in Computer Science or related field.
• 5+ years of relevant experience, including 2+ years in a supervisory role.
• ITIL certification and ServiceNow experience preferred.
• Strong technical acumen and troubleshooting skills.
• Bilingual in English and French is highly desirable.

Professional and Soft Skills

• Excellent communication and collaboration abilities.
• Strong leadership, problem-solving, and critical thinking.
• Adaptability in fast-paced environments.
• Empathy and time management skills.

Physical and Work Environment Requirements

• Ability to sit for extended periods and lift up to 50 lbs occasionally.
• Vision and dexterity for computer-based tasks.
• Hybrid work model: 2 remote days/week after probation.
• Accommodations available upon request in accordance with AODA or equivalent provincial legislation.

ABOUT COLAS
Colas is a Canadian leader in transportation infrastructure – materials, construction, and maintenance. From roads to rail, airports to ports, we build some of the most important projects that connect our communities.

Backed by our network of Colas companies across Canada and the Colas Group worldwide, Colas offers a wide range of innovative and sustainable solutions for the construction and maintenance of transportation infrastructure.

Join the largest transportation infrastructure group in the world and help connect Canada.

DIVERSITY IS IMPORTANT TO US
At Colas, we believe our workforce should reflect the diversity of the communities we connect. By living our core values of Caring, Sharing, and Daring, we welcome all those who help create the links that bring us together. We are committed to equal employment opportunity regardless of age, ethnicity, national origin, religious beliefs, disability, marital or family status, gender, gender identity or expression.