Technical Support Manager

Bloom Recruiting; Southwestern Ontario; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A reputable recruiting firm is hiring a Support Manager to lead their Technical Support team in Ontario. This mid-senior level role involves managing daily operations, coaching specialists, and fostering team cohesion. Ideal candidates should have 2+ years in people management within a technical support environment, exceptional communication skills, and a strong customer-focused mindset. The position offers a hybrid work model with a commitment to maintaining high customer satisfaction with proprietary software.

Qualifications

• 2+ years of experience in a formal people management role within a technical support environment.
• Proven experience working with SaaS applications.
• Demonstrated ability to improve support processes.

Responsibilities

• Lead and mentor a team of Technical Support Specialists.
• Own day-to-day operations of the technical support function.
• Monitor and analyze key support metrics.

Skills

Customer-centric philosophy

Problem-solving

Excellent communication skills

Team leadership

Proficiency with ticketing systems

Education

Relevant post-secondary education

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

Job description

Executive Recruiter at Bloom Recruiting 🌱

The Opportunity

We are seeking an experienced and highly motivated Support Manager to lead and inspire our Technical Support team. This individual will be responsible for overseeing the daily operations of our support department, ensuring we deliver exceptional service, and maintaining a high level of customer satisfaction with our proprietary software suite.

This is a full-time position requiring a presence in our Waterloo, ON office 3-4 days per week to foster team cohesion and effective collaboration.

Key Responsibilities

• Lead, mentor, and coach a team of Technical Support Specialists, fostering a positive, growth-oriented, and high-performance culture.
• Conduct regular one-on-one meetings, performance reviews, and manage team schedules and coverage.
• Identify training needs and develop programs to enhance the technical skills and customer service abilities of the team.
• Must have a minimum of 2 years of experience managing, leading, and mentoring a people-focused team.

Operations & Strategy

• Own the day-to-day operations of the technical support function, including ticket queue management, resource allocation, and ensuring adherence to Service Level Agreements (SLAs).
• Develop, implement, and refine support processes and policies to improve efficiency, quality, and consistency of service delivery.
• Monitor and analyze key support metrics (e.g., response time, resolution time, CSAT) and report on team performance to senior management.
• Act as an escalation point for complex technical issues or critical customer situations.

Customer Advocacy & Communication

• Ensure all support documentation (internal knowledge base, customer-facing FAQs, etc.) is accurate and up-to-date.
• Collaborate closely with the Product Development and QA teams to communicate customer feedback, identify emerging product issues, and prioritize bug fixes.
• Maintain a deep understanding of the BusPlanner software suite to assist the team with troubleshooting.

Required Qualifications

• 2+ years of experience in a formal people management role within a technical support, customer service, or IT environment.
• Proven experience working with SaaS (Software as a Service) applications or proprietary software.
• Demonstrated ability to improve support processes, implement new tools, and define operational best practices.
• Excellent written and verbal communication skills; ability to communicate technical concepts clearly to both technical and non-technical audiences.
• A strong customer-centric philosophy and a passion for problem-solving.
• Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).

Nice to Have

• Experience in the EdTech or transportation/logistics industry.
• Experience with SQL databases or advanced troubleshooting of client-server applications.
• Post-secondary education in a relevant field (e.g., Computer Science, Business, IT Management).

Seniority level Mid-Senior level

Employment type Full-time

Job function Information Technology and Customer Service

Industries Software Development and Education