This role is based in Vancouver, BC.
Role Purpose
The Manager, Technical Support Services is responsible for leading and managing second-level IT support across four Canadian sites—Vancouver, Fraser Surrey, Prince Rupert, and Burnaby. This hands-on leadership role ensures the consistent delivery of high-quality technical support for standard hardware and software used throughout the business.
The role focuses on driving efficiency through process standardization, managing a distributed support team, and overseeing the resolution of service tickets via systems such as Jira and ServiceNow, ensuring alignment with SLAs. The manager will play a key role in stakeholder engagement, team scheduling (including after-hours and on-call support), and ensuring cross-training and skill development to maintain a high-performing support team.
Collaboration with the Operations and Engineering teams is essential to support smooth rollouts of new technologies and to uphold infrastructure standards, including server room organization, cable management, and adherence to IT security policies.
This position is critical in fostering a culture of accountability, ownership, and operational excellence in IT support services across all sites, while aligning with global support practices.
About The Role
Team & Operations Management
Oversee the day-to-day operations of the Technical Support Services Team (Field Technician & help desk), ensuring consistent, high quality delivery and availability of services within the Technology Portfolio.
Provide instruction, guidance, and assistance to team members as required.
Manage the daily shift schedule, ensuring adequate coverage for on-call rotations, vacations, and absenteeism.
Develop and maintain a resource schedule, including after-hours and year-round on-call support coverage.
Asset & Inventory Management
Maintain accurate inventory records for all hardware, software, licenses, warranties, and disposal logs.
Ensure adequate spare parts inventory for critical systems and components.
Service Desk & Ticketing Systems
Manage and maintain multiple ticketing systems (e.g., Jira, ServiceNow) for issue tracking and incident management.
Ensure tickets are resolved and closed in accordance with Service Level Agreements (SLAs).
Monitor aged tickets and proactively prevent backlog accumulation.
Oversee help desk team performance to ensure service quality and customer satisfaction.
Configuration & Change Management
Apply tools and processes to track, log, and report on configuration items and changes within the Technology Portfolio.
Support the implementation of updates and configuration changes while ensuring minimal disruption to services.
Maintenance & Monitoring
Perform routine and preventive maintenance on IT assets; update logs and complete relevant documentation.
Collect and analyze performance statistics to identify operational issues and contribute to their resolution.
Incident & Problem Management
Ensure incidents are handled according to the agreed procedures; escalate when necessary and keep stakeholders informed.
Ensure proper documentation and closure of resolved incidents.
Serve as the primary escalation point for complex issues and critical incidents.
Assist in the investigation and resolution of network, server, storage, or infrastructure issues under the direction of Shared Services.
Process Improvement & Automation
Analyze trends in support requests to identify recurring issues and propose long-term solutions.
Identify opportunities for operational efficiency through automation and advocate for implementation based on ROI.
Collaborate with stakeholders to communicate issue status, resolutions, and improvement initiatives.
Knowledge Management & Training
Maintain comprehensive documentation, procedures, and knowledge base articles.
Train, mentor, and support help desk and field technician staff to maintain performance standards and morale.
About You
Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum of 15 years of progressive IT experience, including 10 years in leadership or supervisory roles.
Legally eligible to work in Canada.
Willingness and ability to travel within Canada up to 20% of the time to support regional operations and data centers.
Fluency in English (spoken and written) is required.
Technical Knowledge and Skills
Strong technical background across a range of IT disciplines, including:
Infrastructure
Identity and Access Management
Virtualization
Cloud technologies
Experience with Microsoft technologies, including:
Windows Server
Windows 11
Active Directory
Office 365
Hands-on experience with Jira and ServiceNow platforms.
In-depth understanding of ITIL processes, Service Level Agreements (SLAs), and incident management best practices.
Prior ITIL certification is a strong asset.
Experience with resource planning and shift scheduling, including managing year-round on-call rotations.
Willingness to be available on-call and after office hours as needed.
Leadership and Management Skills
Proven ability to lead technical teams, with a strong emphasis on mentoring, coaching, and developing talent.
Experience managing unionized staff is preferred.
Demonstrated problem-solving and analytical capabilities with a proactive, solution-oriented mindset.
Strong critical thinking and decision-making skills aligned with business goals.
Ability to work both independently and collaboratively across diverse teams and business units.
Proven track record of time management and ability to juggle multiple priorities in a fast-paced environment.
High level of integrity, with a strong commitment to confidentiality and data protection.
Communication and Interpersonal Skills
Excellent verbal and written communication skills.
Capable of translating complex technical concepts into language that is accessible to non-technical stakeholders.
Effective stakeholder engagement and cross-functional collaboration skills.
Preferred Experience
- Prior experience in the Port and Terminal or logistics industry is considered a strong asset.
