Manager, Technical Support (15-Month Contract)

Push Operations; Vancouver; Hybrid; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Health care benefits

Hybrid work model

Employee discounts

Job summary

Earls Kitchen + Bar is seeking a Manager, Technical Support on a 15-Month Contract to lead our technology support operations across North America. You will drive service quality, optimize ITSM processes, and mentor a high-performing team, delivering consistent end-user satisfaction.

You will oversee incident handling, reporting, and cross-system coordination, while ensuring operational excellence and strong collaboration with senior leadership.

Qualifications

• 5+ years of progressive experience in technical support or IT service management.
• Degree in Information Technology, Information Systems, Computer Science, or related field preferred.
• Advanced experience with Google Workspace, OS, Android, Windows, networking fundamentals, Active Directory, and Zendesk.
• Strong ability to track, report, and improve support metrics and SLA adherence.
• Experience in hospitality/retail or multi-unit restaurant operations is strongly preferred.

Responsibilities

• Oversee daily Technology support operations for restaurant and corporate staff.
• Ensure SLA targets and drive metric improvements across the team.
• Track and report on support metrics and incident trends for senior leadership.
• Mentor and train team members and maintain consistent brand voice.
• Provide weekend, off-hours, and vacation coverage as needed.
• Support new restaurant openings across North America remotely and in-person.

Skills

IT service management

Leadership

Incident management

Data reporting

Customer focus

Education

Bachelor's degree in IT / CS

Tools

Google Workspace

Windows

Android

Networking fundamentals

Active Directory

Zendesk

Job description

Manager, Technical Support (15-Month Contract)

• Full-Time
• $75,000 - $85,000/year

Job Description

Are you a driven technical leader who thrives in fast-paced environments and loves solving complex operational challenges?

Earls Kitchen + Bar is looking for a Manager, Technical Supportto join our Technology department on a 15-Month Contract tolead our support operations, elevate service standards, and empower a high-performing team. In this role, you will directly shape end-user satisfaction, optimize IT service management, and ensure seamless technology execution across both our restaurant locations and corporate offices. If you bring strong IT service management skills, proven leadership capabilities, and a passion for driving operational excellence across all levels of our business, we want to hear from you!

Role Responsibilities

• Oversee daily Technology support operations, including ticket triaging, escalations, and end-user support for both restaurant and corporate office staff.
• Accountable for overall team adherence to Service Level Agreement targets and implementing solutions to improve metrics.
• Track and report on key support metrics, issue trends, and overall team performance to senior leadership.
• Provide a balance of leadership and execution by owning complex or high-priority incidents requiring advanced troubleshooting or cross-system coordination and educating team members for future incidents.
• Identify opportunities to streamline support processes, improve documentation, and enhance support delivery.
• In collaboration with the Director, Support & Governance, drive operational efficiency through resource planning, workflow optimization, and automation opportunities.
• Own and refine incident and outage reports for both internal and external audiences to ensure business continuity.
• Carry out assignments and projects as directed by the Director, Support & Governance, and contribute to team and organizational goals.
• Provide training and mentorship to team members, living into and exemplifying the department commitments and standards to ensure high execution.
• Be a secondary escalation point for critical issues.
• Ensure a consistent brand voice and process flow across the Support team for consistency.
• Provide weekend, off-hours, and vacation coverage if needed to ensure all hours/days are adequately covered.
• Support new restaurant openings across North America remotely and in-person as needed.

Qualifications

• 5+ years of progressive experience in technical support, IT service management, or a related operational role.
• A degree in Information Technology, Information Systems, Computer Science, or a related field preferred.
• Advanced experience with Google Workspace, OS, Android, Windows, networking fundamentals, Active Directory, and IT ticketing platforms such as Zendesk.
• Demonstrated experience tracking, reporting, and improving key support metrics, incident trends, and Service Level Agreement (SLA) adherence.
• Strong background in supporting enterprise technology operations, ticket triaging processes, infrastructure, and cross-system troubleshooting.
• Proven ability to mentor, train, and develop support team members while fostering a consistent brand voice and operational excellence.
• Experience in hospitality, retail, or multi-unit restaurant operations is strongly preferred.
• Excellent communication and interpersonal skills, with the ability to interface effectively with cross-functional teams and senior leadership.
• Strong analytical and reporting skills with the ability to translate support data into executive-ready insights and actionables.

Bonus Points

• A sense of humour.
• A serious passion for food - we like to eat around here (sometimes wine is involved).
• Open to personal development and growth.
• The drive to succeed and the passion to be a part of Earls growth.
• Big team player – able to be both a leader and also support those around them.

What We Offer

• Competitive annual salary ranging from $75,000 to $85,000, commensurate with experience and qualifications, complemented by all the perks and benefits below. Individual pay is based on job-related skills, relevant experience, education and/or training, and internal equity.
• Comprehensive health care benefits effective from your first day
• A healthy lifestyle spending account to support you in living your best life
• Employee Assistance Program
• Earls 50% discount card for food and drinks at all Earls Kitchen + Bar, the Beachhouse, Birdies Eats & Drinks, LOCAL Public Eatery, and JOEY Restaurants locations
• Make Life Awesome Week
• Opportunity to be a part of our partner-led Employee Resource Groups (ERG), designed to bring our greater communities together through mutual causes and shared experiences
• Flexibility with our Hybrid work from home/office model
• Bring your furry friend to work in our dog-friendly office
• Office amenities include a rooftop patio, lockers, showers, a full kitchen, and collaborative workspaces
• Travel opportunities for company events, new restaurant openings, and more!
• Leadership programs with career development and opportunities for advancement
• Awards, recognitions, team-building events, and more!

Earls is an equal-opportunity employer. We are committed to a diverse and inclusive workplace, free from discrimination. We believe bringing together people of all backgrounds, experiences, and abilities is essential to our success, and brings us closer to living our purpose to Make Life Awesome.

All employment decisions inclusive of recruiting, hiring, compensation, promotions, and terminations are based on qualifications, competencies, and merit, without the consideration of any legally protected ground. Reasonable accommodations are available upon request.