Software Support Manager

As a Support manager in a rapidly growing department, you will lead a team of Technical Support Analysts who triage and resolve cases per Tecsys’ contracted Service Level Agreements. You will be actively involved in recruiting, interviewing and training the support team. You will foster and maintain relationships with the various colleges around Montreal to establish a large and recurring pool of interns. You will be responsible for your team’s career planning and skills development as well as ensuring that they love coming to work. You will work with management to refine key metrics and optimize the allocation of work across the teams. You will win the trust of your team and your customer-base by honouring commitments and leading by example. As part of the support management team, you will have shared responsibility for financials, for process refinement and for augmenting the support toolset.

What do you need bring to the role?

• Minimum of five years of relevant support experience of which at least two years are in a supervisory role. The successful candidate is comfortable with career planning, coaching, and understands the pillars of motivation.
• Familiarity with ERP applications and Supply-Chain Management (warehouse management, distribution management, transportation management…).
• Highly customer focused and can balance the customer’s needs with that of the business.
• Excellent communication and interpersonal skills.
• Demonstrated ability in managing and driving critical sites to recovery and critical incidents and problems in compliance with SLAs, able to set customer’s expectations early.
• Demonstrated ability to build collaborative and complementary skilled teams.
• Expertise in ITIL best practices and experience with incident tracking software. Strong problem solving and troubleshooting aptitude.
• Ability to be effective and impactful, cross-functionally, in a matrix organization with globally distributed teams. Candidate can delegate and enjoys teaching.
• Flexible and reactive, the successful candidate has the ability to manage competing priorities deploying or leveraging resouces (people, tools, processes) for maximum effect:
• Ability to be innovative when approaching new or existing problems
• Demonstrated legacy of process improvement and operational excellence
• Experience in working in a 24x7 support model
• Fluent English; spoken and written due to external, client-facing nature of the role.

What would give you an edge?

• Working French and/or Spanish would be an asset.
• Experience replacing an enterprise ticket-management system.
• Experience with Knowledge-Centered Service (KCS)
• Technical aptitude with knowledge of Java or equivalent, SQL & Oracle, Windows OS & Linux
• Operational experience with infrastructure, platform and application including best practices aroung people, process and technology
• A strong drive for process improvement: Identifying areas for improvement, promoting a culture of learning
• Experience building new teams, rolling out training programs and familiarity with Support KPIs and dashboards
• Keeping abreast of new CI/CD & Cloud/SaaS technologies and the many innovations surrounding Java development.
• Familiarity with the Agile development methodology

About us

Tecsys is a fast-growing innovator offering supply chain solutions to industry leading healthcare systems, hospitals, and pharmacy businesses to distributors, retailers, and 3PLs. We work with industry leaders to transform their supply chains through technology. We’re organized, we’re nice, and our employees love working in our family-oriented atmosphere.