Job Description 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.

Qualifications About You

• 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.

About Us Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees, spanning 79 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

About The Team In Vancouver, DP World operates a full-service container terminal. As a key gateway for Trans-Pacific trade, and only 30 miles from the US border, the Vancouver Container Terminal offers secure, efficient access to Canadian, Asian, and US markets.

As a multi-transport hub, DP World Vancouver offers direct connections to road and rail; provides a multi-transport hub with intermodal connections from both CN and CPKC rail, and direct road connectivity.

Joining DP World means joining a people-oriented company. You will be amongst great colleagues, enjoying a relaxed environment that values your contributions. We pride ourselves on our openness, approachability, excellence in safety and customer service and our commitment to growth and innovation. We also offer top-notch benefits and perks, including an extensive extended health benefits plan, lifestyle spending account, pension with employer contributions, retirement savings plan, and support for professional development. On top of that, we realize it takes world-class people to run world-class operations, so we offer competitive total compensation packages.