Who you are

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required
• Experience managing Enterprise support in a large and complex environment in a web-based service and technology
• Proven capability of having successfully delivered on support metrics and managed support team
• Customer first Mind set and a “Get it done” attitude are critical success factors for this role
• Demonstrated ability to provide exceptional internal and external customer care
• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
• Ability to lead change by effectively building commitment and winning support for initiatives
• A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills
• Excellent communication skills, both oral and written
• Due to Government of Canada regulatory requirements, this position requires the successful completion of a Government of Canada Reliability Status screening as a condition of employment. The screening process requires 5 years of verifiable background history

What the job involves

• Lead efforts to hire, develop, and build a technical team
• Oversight and participation in Change Management as it relates to Customer Support
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
• Represent the Platform, Product and ServiceNow effectively with customers
• Manage major operations outages and communications to the customers
• Participate in weekend and holiday on-call rotation as required
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
• Manage to the company and department’s vision, mission and values
• Working Hours: Standard working hours for this role are expected to align with 8:00am - 5:00 pm Monday through Friday, subject to applicable provincial employment standards and overtime requirements
• Rotational / Non-Standard Hours: This role may require participation in a rotational schedule that includes non-standard business hours, weekends, and statutory holidays. Any such work will be scheduled and compensated in accordance with applicable provincial employment standards and company policy -*This team provides 24x7 operational support. The role may include scheduled shift work, overnight coverage, and/or participation in an on-call rotation, in accordance with applicable employment standards and company policies regarding hours of work, overtime, and on-call compensation

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time