Job#:

Job Description:

Manager, End User Support

Location: Mississauga- 5 days/week

6 month contract to hire

Position Summary:

- The Technical Administration & Support Manager (M2) leads teams of supervisors responsible for delivering reliable, high-quality technical support and administration services across the technology environment.
- This role plans, directs, and coordinates daily operational activities, ensuring teams achieve defined KPIs related to system stability, service availability, configuration quality, and incident responsiveness. It manages cross-functional objectives, oversees escalations, and partners closely with engineers and architects to support deployment, maintenance, and continuous improvement efforts.
- The Manager ensures alignment with service-level expectations, governance requirements, and technical standards, while supporting disaster recovery readiness and on-call operations for critical issues. Emphasizing talent development and operational discipline, the role provides coaching, performance feedback, and capability growth opportunities for supervisors and technical specialists. It strengthens operational performance by optimizing processes, managing vendor relationships, and stewarding budgets and resources. The role fosters a trust-based, inclusive environment that supports long-term operational excellence and the execution of technical strategy.

Key Responsibilities:

- Translate strategic and operational goals into actionable technical support and administration plans, aligning team objectives and resource allocations.
- Oversee daily technical operations - including incident resolution, configuration activities, maintenance, and deployments,



ensuring adherence to standards and timelines.
- Monitor performance metrics, evaluate trends, and coach supervisors to improve operational efficiency, service quality, and KPI achievement.
- Implement governance frameworks and ensure compliance with regulatory, security, and procedural requirements across support teams.
- Coordinate cross-functional technical activities, resolve escalations, and support execution of technology initiatives, upgrades, and problem-solving efforts.
- Lead adoption of new tools, workflows, and administrative processes; provide hands‑on guidance during testing, deployment, and troubleshooting.
- Manage vendor relationships, track service delivery performance, and address quality issues to maintain strong operational partnerships.
- Oversee budgets, review expenditures, and identify opportunities for cost optimization while maintaining operational reliability.
- Conduct workforce planning, onboarding, scheduling, and skills development for supervisors and technical staff.
- Promote collaboration, continuous improvement, and knowledge sharing across technical support and administration teams.

Basic Qualifications:

- Bachelor’s degree or equivalent experience and typically requires 6+ years of experience and 1+ years of supervisory and/or management experience.

Critical Experience/Skills:





- Intermediate understanding of technical support operations, system administration principles, configuration management, and incident lifecycle processes.
- Knowledge of IT infrastructure components (e.g., servers, networks, endpoints, cloud platforms) and associated support workflows.
- Familiarity with governance, compliance, and security standards impacting technical support operations.
- Proficiency with support and administration tools such as ticketing platforms, monitoring systems, change/configuration tools, and diagnostic utilities.
- Strong problem‑solving and analytical skills for evaluating incidents, operational risks, and remediation requirements.
- Effective communication skills for technical reporting, stakeholder alignment, and cross‑team coordination.
- Ability to oversee multiple technical initiatives and manage interdependencies across teams and platforms.
- Competence in coaching and developing technical staff capabilities.
- Financial and resource‑planning skills to support budget management, forecasting, and vendor engagements.
- Behavioral competencies at Manager level: Change Advocate, Customer & Business Driven, Collaboration, Decision Making, Influencing Others, Cutting-edge Thinking, Oral & Written Communication, Servant Leadership.

Additional Experience/Skills:

- Experience in technical support, system administration, or IT operations.
- Experience managing technical support teams, coordinating operational activities, and maintaining performance metrics (uptime, response times, service quality).
- Exposure to regulated environments, technical governance processes, disaster recovery read

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