Manager, Technology Support

JOEY Restaurant Group; Vancouver; On-site; CAD 80,000 - 95,000; Full time

Job summary

A well-known restaurant group in Vancouver is looking for a Technology Support Manager to ensure efficient technical support across all locations. The role involves managing a team, improving processes, and dealing with escalated incidents. Ideal candidates have 3+ years in tech support and demonstrated leadership abilities. Competitive salary and comprehensive benefits package are offered.

Benefits

Extended Health, Dental, Life Insurance

50% off Food & Beverages at various restaurant locations

Ongoing Leadership Development Courses

Qualifications

• 3+ years of experience in Technology support, with at least 1 year in a leadership role.
• Experience supporting restaurants or multi-site environments is preferred.
• Good knowledge of ticketing systems and end-user device support.

Responsibilities

• Lead, mentor, and develop a team of 2 Operation Analysts.
• Oversee daily Technology support operations including ticket triaging.
• Take ownership of complex incidents requiring advanced troubleshooting.

Skills

Leadership skills

Communication skills

Technical infrastructure knowledge

Problem-solving skills

Organizational skills

Tools

Freshdesk

Meraki

O365

Active Directory

Job description

Technology Support Manager Position

The Technology Support Manager plays a critical role in ensuring reliable and efficient technical support operations across all restaurant locations and the corporate office. This role is responsible for managing a team of Operation Analysts, overseeing day-to-day operations, and collaborating with internal departments and vendors to ensure timely resolution of technical issues. The ideal candidate brings good leadership skills and a customer-first mindset to drive operational excellence. This is an ideal opportunity for someone in a team lead role looking to take their next step in leadership. This is an in-office role based in Vancouver, BC.

Annual Compensation Range

$80,000 – $95,000 / year

The salary range is dependent on work experience.

Responsibilities

• Team Management: Lead, mentor, and develop a team of 2 Operation Analysts, ensuring high performance, accountability, and continuous growth. Provide coaching, feedback, and technical guidance as needed.
• Technology Support Oversight: Oversee daily Technology support operations, including ticket triaging, escalations, and end-user support for both restaurant and corporate office staff.
• Hands‑On Escalation and Resolution: Take ownership of complex or high‑priority incidents requiring advanced troubleshooting or cross‑system coordination.
• Incident Management: Ensure timely response, resolution, and communication for Technology incidents and service requests.
• Process Improvement: Identify opportunities to streamline support processes, improve documentation, and enhance service delivery.
• Vendor Coordination: Liaise with third‑party vendors for hardware, software, network, and system support to ensure prompt resolution and service quality.
• Technology Deployment: Support rollouts of new systems, tools, and infrastructure projects, ensuring minimal disruption to business and restaurants operations.
• Reporting: Track and report on key support metrics, issue trends, and team performance to senior leadership.
• Compliance & Security: Ensure adherence to Technology security practices, and compliance requirements across locations.

Requirements

• 3+ years of experience in Technology support, with at least 1 year in a leadership or managerial role.
• Experience supporting restaurants or multi‑site environments is strongly preferred.
• Good knowledge of ticketing systems, technical infrastructure, and end-user device support.
• Excellent communication, leadership, and organizational skills.
• Ability to handle multiple competing priorities.
• Strong problem‑solving skills with a hands‑on, proactive approach.
• Not required, but are an asset:
  • Experience with tools such as (e.g., Freshdesk, Meraki, O365, Active Directory).
  • Knowledge of restaurant systems.
  • Familiarity with ITIL or other support frameworks.

Benefits

• Extended Health, Dental, Life Insurance, Long Term Disability, AD&D, Critical Illness coverage
• Ongoing Leadership Development Courses
• Enjoy 50% off Food & Beverages at any JOEY Restaurant, LOCAL Public Eatery, SALTLIK or Earls Restaurant location (some restrictions apply)
• Pursue personal and professional development, through a Coaching Partnership. Being paired with a coach will give you ongoing support and feedback so that you are able to pursue your life goals.
• Industry partner incentives
• Referral bonus programs

This is about you. Your attitude, passion, and potential. When you join our corporate office team, you can expect to be a part of something big. Whether in Finance, Marketing, Payroll, IT or Design, you will find yourself working alongside the industry’s best talent. As individuals, we are ambitious and driven, curious and engaged. Together, we are a high‑performing team committed to each other’s development and growth, and the success of over 50 Restaurant locations throughout North America.

What does this mean for you? It means if you're looking for a place to meet your potential, we'd like to meet you. Your journey starts here.

JOEY Restaurant Group is an Equal Employment Opportunity Employer

JOEY Restaurant Group provides reasonable accommodations to qualified applicants and employees, including due to disabilities, medical conditions, and religious beliefs and practices.