General Information
City Toronto State/Province Ontario Country Canada Department TECHNICAL CUSTOMER ESCALATION Date Friday, August 22, 2025 Working time Full-time Ref# 20036271 Job Level Individual Contributor Job Type Experienced Job Field TECHNICAL CUSTOMER ESCALATION Seniority Level Associate Currency CAD - Canada - CA Annual Base Salary Minimum 46,800 Annual Base Salary Maximum 93,600 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit Xerox Careers. If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit Xerox Job Search.Description & Requirements
About Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
OVERVIEW:
We are seeking a skilled, experienced and detail-oriented Technical Support Manager to join our team at our Scarborough, ON production site. The Technical Support Manager will be responsible for analyzing work processes, creating, managing and executing a Technical Support Program that will provide visibility on system reliability that arise from business-as-usual operations. The ideal candidate will possess strong troubleshooting skills, analytical skills, excellent communication abilities, and have a deep understanding of Technical Support operations (in depth knowledge of IT systems, especially in the insurance or financial services sectors).
PRIMARY RESPONSIBILITIES:
- Create a comprehensive Technical Support Program that will measure and report on the system reliability for a key insurance client in Canada. The goal of the program will be to achieve and exceed contracted uptime and on time delivery targets.
- Lead the flawless process of system upgrades and changes ensuring the process is handled with the highest standards of change management in the industry. Ensure system updates are performed with thorough testing, system preparedness to ensure a smooth client transition.
- Identify opportunities for process improvements and contribute to ongoing optimization efforts.
- Lead troubleshooting activities related to systems issues with our stakeholders in Operations, Technology, Solution Architects and Account Management to quickly identify and remediate issues and minimize impact on client.
- Consistently communication with the client managing expectations and negotiating with stakeholders to determine the most timely resolution to system issues
- Improve the service technically and seek to create error proof processes over time. Work collaboratively with the IT group driving a resilient capability to support and exceed client needs.
- Chair Technical Support meetings, informal and formal review meetings and lead Technical Support presentations. Develop and document detailed Technical Support programs, processes, and methods for client presentation.
- Lead system testing activities, reporting on results, ensuring quality and adherence to the Technical Support requirements. Ensure testing meets or exceeds Technical Support requirements.
QUALIFICATIONS, SKILLSETS & ABILITIES:
- Bachelor’s degree in Information Technology, Technical Support, or related work experience.
- Minimum of 3 years of experience as a Technical Support Manager or Lead, preferably in the insurance industry. Experience in the banking industry will also be considered. ISO27001 knowledge is required for this role.
- Problem-Solving - Strong analytical and problem-solving skills to address complex technical challenges.
- Communication - Excellent verbal and written communication skills to effectively convey technical concepts to diverse audiences (developers, stakeholders, management).
- Hands-on Experience - Several years of experience in software development and/or system support, network infrastructure providing a strong foundation for technology decisions.
- Proficiency in data analysis tools and techniques.
- Proficiency with Software Platforms including Microsoft Excel, Microsoft PowerPoint, Microsoft Visio, Microsoft Project, Jira.
- Ability to work collaboratively with cross-functional teams.
- In Depth Experience with Technical Support process workflow and documentation tools.
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