Technical Support Manager

N-able Technologies Ltd.; Ottawa; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is on the lookout for a dynamic Technical Support Manager to lead a talented team in a hybrid role. This position involves driving a high-performing culture while managing daily operations, mentoring staff, and ensuring exceptional service delivery. The ideal candidate will possess a strong technical background and proven leadership skills, enabling them to effectively resolve partner issues and enhance team performance. With a commitment to innovation and collaboration, this role offers a unique opportunity to make a significant impact in a supportive and flexible work environment.

Benefits

Medical, dental and vision insurance

Generous PTO and observed holidays

2 Paid Volunteer Days per year

Pension Plan with company-contribution

Employee Stock Purchase Program

Discounted gym access

Fundraising opportunities

Custom learning experience

Qualifications

• 5-7 years of technical experience with 3+ years in management.
• Hands-on software support experience with strong management skills.

Responsibilities

• Manage daily operations of the Contact Center and Support Engineers.
• Drive performance KPIs and ensure adherence to service objectives.

Skills

Technical Application Support

Problem-solving

Decision making

Communication skills

Interpersonal skills

Project management

Education

Bachelor's degree in a relevant field

Job description

Why N-able

N-able is seeking a seasoned Technical Support Manager to join us on this exciting journey as we grow! We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.

N-able creates and sells powerful and affordable software to enable the digital evolution of various businesses. We believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team.

The successful candidate is a proven leader with demonstrated experience managing a Technical Application Support team and possesses a strong technical background of their own. Managers are responsible for ensuring high quality, timely resolution of partner issues that align with Service and Experience level objectives. Our partners should leave their interaction with our Support teams in a better position than when they first engaged with us. The Technical Support Manager will be able to understand and lead their direct reports through responding to technical issues, working across departments to drive issue resolution, and escalating issues when necessary.

What You'll Do

• Hybrid role that will sit in our Ottawa Collaboration Hub Tuesday-Thursday
• Drive a solution/results-focused, high performing culture among the teams.
• Manage the daily operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a team of Support Engineers.
• Monitor caseload and ensure adherence to Service and Experience Level Objectives.
• Mentor direct reports, provide growth opportunities, and conduct performance reviews.
• Monitor, maintain and drive performance KPIs to measure team performance and drive process improvement.
• Handle client escalations and resolution through all levels of an organization.
• Assign and manage projects based on new product releases, call-related issues, and/or training needs within the organization. Track projects and create documentation based on project successes.
• Provide empathy and understanding of client issues and the impact on their business operations.
• Establish effective processes and practices for knowledge sharing and communication.
• Be a source of innovation and change for the organization.
• Collaborate with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
• Review departmental communication and processes, recommend improvements and drive efficiency.
• Review Satisfaction Survey data and leverage feedback to coach direct reports and drive continuous improvement.

What You'll Bring

• 5-7 years of technical experience with 3+ years at the management level in an application support environment.
• Hands-on software support experience combined with strong management and communication skills and a technical background.
• Skilled at problem-solving, decision making, and negotiations.
• Strong written and verbal communication skills.
• Strong interpersonal skills; able to communicate at all levels of an organization.
• Ability to understand technical challenges and provide guidance to technicians as well as partners for issue resolution.
• Able to manage multiple projects simultaneously.
• Proven ability to execute in a customer-focused environment and advocate for partners across a cross-functional organization.
• Demonstrate the ability to manage changing and multiple priorities.
• Able to communicate verbally to technical and non-technical audiences and at all levels of the organization as well as across the client base.
• The ability to lead partner facing conversations to drive solutions cross functionally and help build partner loyalty.

Purple Perks

What do we offer you?

• Medical, dental and vision – for employee, partner, and children!
• Generous PTO and observed holidays
• 2 Paid Volunteer Days per year
• Pension Plan with company-contribution
• Employee Stock Purchase Program
• Discounted gym access at several local facilities
• Fundraising opportunities as part of our giving program
• N-able Learning – custom learning experience as part of our investment in you
• The Way We Work – our hybrid working model based on trust and flexibility

About N-able

At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.

#LI-JM2