Talent.com
Bloom Recruiting
Technical Support ManagerBloom Recruiting • Southwestern Ontario, ON, CA
Technical Support Manager

Technical Support Manager

Bloom Recruiting • Southwestern Ontario, ON, CA
30+ days ago
Job type
  • Full-time
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

#J-18808-Ljbffr
Create a job alert for this search

Technical Support Manager • Southwestern Ontario, ON, CA

Similar jobs

Senior Technical Support Professional at Verily Health

Verily Healthsouthwestern ontario, on, Canada
Full-time

Shape the future of healthcare tech as a Senior Technical Support Professional at Verily Health.Focus on innovative troubleshooting and technical customer engagement within a dynamic team.In this r... Show more

 • Promoted

Enterprise Data Product Manager

Equitablesouthwestern ontario, on, Canada
Full-time

Lead the charge at Equitable as an Enterprise Data Product Manager, focusing on data products within the DataHub.This hybrid role promotes collaborative growth in data governance and analytics.Equi... Show more

 • Promoted

Senior Banking Tech Support Specialist (Hybrid)

AspiringITSouthwestern Ontario, ON, CA
Full-time

A technology solutions provider in Southwestern Ontario is seeking a Senior Technical Support Specialist to join their Digital Solutions team.The ideal candidate will provide exceptional support fo... Show more

 • Promoted

Senior Technical Project Leader - Magnet Forensics

Magnet Forensicssouthwestern ontario, on, Canada
Full-time

As Senior Technical Project Manager at Magnet Forensics, shape the future of digital investigative software.Lead complex, multi-team programs while ensuring alignment and stakeholder satisfaction.Y... Show more

 • Promoted

Software Engineering Manager

Volterasouthwestern ontario, on, Canada
Full-time

Voltera is a rapidly scaling and profitable Canadian tech company that has been driving change in the additive electronics industry since 2013.Our customers span 92 countries and use our products t... Show more

 • Promoted

Technical Leader in AOSP Development

Syntronic - A Global Design Housesouthwestern ontario, on, Canada
Full-time

Become a Technical Leader in AOSP Development at Syntronic, where your innovations enhance the Android ecosystem across industries.Engage with transformative projects that advance technology.Syntro... Show more

 • Promoted

Senior Technical Project Manager - Engineering Team

Magnet Forensicssouthwestern ontario, on, Canada
Full-time

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices.W... Show more

 • Promoted

Senior Transmission Line Design Manager

Stantec Consulting International Ltd.southwestern ontario, on, Canada
Full-time

Manage and mentor a team in transmission line design projects, blending technical insight with leadership excellence.Drive quality and innovation in engineering practices while achieving client goa... Show more

 • Promoted

Sr. Technical Support Specialist

OpenTextSouthwestern Ontario, ON, CA
Full-time

Opentext - The Information Company.OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture.As a member... Show more

 • Promoted

Hybrid Technical Support Manager: Lead a High-Performance Team

Bloom RecruitingSouthwestern Ontario, ON, CA
Full-time

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 fost... Show more

 • Promoted

Technical Support Engineer at Voyis

VoyisSouthwestern Ontario, ON, CA
Full-time

Voyis is seeking a Support Technician who excels in customer training and project support within the realm of underwater optical technology.This in-person role prioritizes customer engagement and t... Show more

 • Promoted

Senior Technical Support Specialist (Banking)

AspiringITSouthwestern Ontario, ON, CA
Full-time

Senior Technical Support Specialist (Banking).This range is provided by AspiringIT.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Direct messag... Show more

 • Promoted

Lead Technical Support Specialist

OpenTextSouthwestern Ontario, ON, CA
Full-time

Opentext - The Information Company.OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture.As a member... Show more

 • Promoted

Technical Expert in Cloud Network Systems

Tech Talent InternationalSouthwestern Ontario, ON, CA
Full-time

Shape the future of data center networks and cloud systems as a Technical Expert.Focus on pioneering high-performance innovations in a full-time onsite role.Your responsibilities include driving te... Show more

 • Promoted

Senior Technical Support Analyst

Verily Healthsouthwestern ontario, on, Canada
Full-time

Verily Health is a data platform and technology company purpose-built to power AI‑enabled precision health solutions that accelerate research and improve care for individuals and communities.Unique... Show more

 • Promoted

Expert Support Engineer at OpenText Fortify

OpenTextsouthwestern ontario, on, Canada
Full-time

Deliver unparalleled technical support as an Expert Support Engineer at OpenText, specializing in Fortify solutions.Your role is pivotal in fostering client relationships and providing expert guida... Show more

 • Promoted

Technical Leadership: Software Engineering Director

MCAPsouthwestern ontario, on, Canada
Full-time

Elevate software engineering at MCAP as the Director, focusing on AI and modernization.Drive impactful change through innovative AI solutions.In this role, you will take a proactive stance on AI ad... Show more

 • Promoted

Product Manager, Enterprise Data Platform

Equitablesouthwestern ontario, on, Canada
Permanent

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow.In our caring and collaborative environment, your curiosity is encouraged, your passion is ... Show more