Manager, Technical Services

IT - Application & Software Development
Montreal, QC
Jan 21, 2018

Our client…


Our client, a growing managed services company in downtown Montreal, is seeking a Manager of Technical Support. This role is in charge of leading and managing a team of technical employees supporting our customers. You will need to build you team and your tools to manage them, and track your performance against key metrics including our uptime and availability SLA. You will also need to motivate your team, assess their performance and coach them to improve and expand their skills. You have four stakeholders; first and most important is our Customer, and also the Operations Team, the Sales Team, and the Customer Service team. You’ll report directly to the Director of Technical Operations, and together you’ll set the standards of customer support and care, and then work daily on building the relationship by helping us solve IT service problems for our customers. This position is a unique role where you touch virtually every department in the organization. It’s a high profile, highly strategic position which requires energy, vision & communication skills. We love Managed Services, and we’re looking for others who do too.

What’s in it for you?

It’s an exciting time to join! The company brings together a significant financial
investment with some of the country’s top investors, a solid base of over 800 customers and a management team focused on a plan for investment and growth. We’re growing, we’re experienced, we’re new and nimble, and we are all about opportunity.


• Team Management

o Identify the learning opportunities for your direct reports (approx. ~10 today,
supported by 2 team leads) and build plans to coach them on their technical
support, customer service and (where required) management skills
o Manage staffing and hiring, including the 24/7 technical support desk and related
shift schedule development
o Determine technical and service training requirements of the team and ensure
they get what they need
o Review and inventory existing training & technical documentation, highlighting
any significant gaps
o Prioritize and develop necessary documentation, or work with internal & external
partners to have it developed for the team

• Customer Service

o Standardize our customer response processes and document/automate where
possible to ensure we can scale as we grow across the country
o Develop & document processes for Ticket Resolution & SLAs, Installation
o Handle customer escalations together with our Customer Service team

• Operational Performance Management

o Take our existing ticket and incident response SLAs and build reporting and
alerting tools to measure and track our performance


Must Have:

  • A deep understand of what customers want in the managed IT service space
  • The ability to communicate with and get work done through people - in this case, our team of dedicated system administrators
  • A strong technical background, to act as a mentor for our more junior team
    members. (VMWare, Windows, Linux, SAN, server hardware, DC infrastructure, to name a few)
  • An understanding of the technologies involved in the Enterprise IT space -
    compute, storage, networking, cloud infrastructure, security, virtualization,
    containers… the list goes on…

Nice to Have:

• The ability to speak & write in French

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