Vice President, Support & Technical Operations
$31,200–$31,200 year
HybridToronto, Ontario, Canada
Job Summary
Lead executive support operations by championing a customer-first organization, serving as the escalation point for enterprise clients, and managing critical Severity 1 incidents. Evaluate and continuously improve all aspects of the support function, including processes, documentation, team structure, and automation initiatives. Own departmental budgeting, forecasting, and resource planning while developing KPIs and SLAs to drive operational excellence. Partner with the CEO to shape the future of the support organization, introducing AI-driven efficiencies and implementing scalable practices that support continued growth.
Required Qualifications
- 10+ years of progressive experience in technical support, enterprise software, IT operations, or technical services
- 5+ years leading managers and multi-disciplinary technical teams
- Previous hands-on experience in Tier 1 and Tier 2 Technical Support early in your career
- Experience supporting enterprise software products
- Strong understanding of both hardware and software support environments
- Experience leading executive customer escalations
- Experience establishing KPIs, SLAs, and executive operational reporting
- Experience managing departmental budgets and annual forecasting
- Strong documentation, process improvement, and operational excellence experience
- Experience implementing or improving ITIL-based support processes
- ITIL Foundation certification (or higher)
Desired Qualifications
- Experience supporting enterprise Point-of-Sale (POS) platforms
- Experience working with both hardware and software products
- Experience leading organizations through significant growth (approximately $5M to $40M+ ARR or equivalent operational scale)
- Experience implementing AI or automation within technical support organizations
- Experience with AWS cloud environments
- GCP exposure
- Experience supporting enterprise customers across healthcare, hospitality, retail, or foodservice industries
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