Senior Manager, Global Technical Support

Sectigo; Ottawa; On-site; CAD 95,000 - 112,000; Full time

Job summary

Sectigo, Ottawa-based, is seeking a Senior Manager, Technical Support to lead a global team, drive operational excellence, and ensure superior customer experiences. The role focuses on scalable processes, governance, analytics, and cross‑functional collaboration to improve service delivery across channels.

The ideal candidate has 10+ years in customer-centric roles, 6+ years in leadership, and a strong foundation in CRM tools, compliance, and performance management.

Qualifications

• Bachelor’s degree in a related field is strongly preferred.
• Minimum 10+ years of hands‑on experience in customer‑centric roles within the software/IT industry.
• Minimum 6+ years in leadership roles, including managing teams and projects.

Responsibilities

• Design and optimize scalable support workflows and SOPs to improve response efficiency and resolution volume.
• Lead a global team across time zones and develop a culture of customer obsession and continuous improvement.
• Collaborate with Product, Engineering, CS, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.

Skills

Leadership

Operations management

Customer support

Analytics

CRM

Education

Bachelor's degree in related field

Tools

CRM systems

Customer support tools

Job description

Sectigo, Ottawa-based, is seeking a Senior Manager, Technical Support to lead a global team, drive operational excellence, and ensure superior customer experiences. The role focuses on scalable processes, governance, analytics, and cross‑functional collaboration to improve service delivery across channels.

The ideal candidate has 10+ years in customer-centric roles, 6+ years in leadership, and a strong foundation in CRM tools, compliance, and performance management.