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Manager - Technical Operations & Support At ExperTech Personnel Services Inc.

Location: Montréal, Quebec

Job Description

ExperTech is a leading staffing and recruiting company, based in Montreal, QC and operating throughout Canada and the US. ExperTech recruits and delivers high-quality candidates for both permanent and contract/temporary assignments.


We are currently seeking a Manager of Technical Operations and Support to join one of our clients in Côte St-Luc, a leader in innovative software technology solutions. This is a permanent position with attractive compensation and benefits. Our client also offers flexible scheduling.


To apply, send your CV to Richard Wahba at richard.wahba@expertech.ca


Position summary:


The Operations & Support Manager is responsible for managing all incidents, problems, and projects assigned to the Operational & Support team.

Main responsibilities:


  • Manage and prioritize incidents, problems, and projects assigned to the Operationsd 3rd Line Support team.
  • Co-ordinate with Customer Service, Operations, and/or the customer to ensure accurate and appropriate communications during the Incident and Problem resolution.
  • Supervise the reporting of trend analysis of product failures and customer requests.
  • Prepare plan of actions when before implementation of solutions and ensure they are properly applied.
  • Ensure knowledge transfers through training as well as technical support to the Customer Service, and Operations departments.
  • Propose solutions to Operation, Sales, and/or the customer for nonstandard/validated customer requests.
  • Supervise the implementation of non-standard projects assigned to the Operational and Third Line support team.
  • Manage the development and evolution of support tools.
  • Demonstrates leadership by having a vision for the company and projecting a positive corporate image to his/her employees.
  • Creates and supports a culture of performance and continuous improvement for his/her team.
  • Assures the communication channels between his/her team, senior management and the company in general, are open.
  • Acts as a coach for his/her employees.
  • Creates a strong feeling of belonging and team spirit while accomplishing corporate objectives.

Requirements and Qualification skills:


  • University diploma in software engineering or any related domain.
  • 8 to12 years of experience in technical support environments.
  • Experience in managing teams.
  • Sound knowledge of information technology.
  • In depth knowledge of Incident and problem management processes.
  • Project Management experience.
  • Ability to prioritize and track simultaneously multiple projects.
  • Autonomy.
  • Strong aptitude in resolving complex problems.
  • Ability to handle high levels of stress.
  • Strong technical knowledge of core products.
  • Good interpersonal, communications, and presentations skills.
  • Excellent French and English spoken and writing skills.

ExperTech would like to thank all applicants for their interest in the opportunity, however, only selected candidates will be contacted.

#INDTI