Senior Manager, Technical Support Management - Regulated Market
On-site · Toronto, Ontario, Canada
Job Summary
Senior Manager, Technical Support Management leads and optimizes global technical support operations, owning KPIs such as Customer Satisfaction, TTRf/TTR, backlogs, and efficiency, while managing a team, overseeing change management, and guiding cross-functional escalation handling and on-call rotations. The role emphasizes a customer-first mindset, operational excellence, development of scalable processes, and the integration of AI into work processes. Requires 8+ years in technical support/service management with 6+ years in people management, enterprise support experience, proficiency with Tableau/Excel, and eligibility for Government of Canada reliability screening. Strong communication, leadership, and strategic/problem-solving skills are essential, along with the ability to manage outages and 24x7 support operations.
Required Qualifications
- Experience: 8+ years in technical support and service management with 6+ years in people management
- Experience managing enterprise support in a large/complex environment
- Proven track record delivering support metrics
- Aptitude with reporting/analytics tools including Tableau and Excel
- Strong communication and presentation skills
- Ability to lead change and build commitment
- Canadian Government Reliability Status screening and eligibility (citizenship or permanent resident)
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