Job Overview The Technical Support Manager/Lead oversees the delivery of technical support services while leading and developing a high-performing support team. The role combines people leadership, service operations, workforce planning, and customer escalation management. By using data, coaching employees, and improving processes, you help ensure consistent service quality, strong team performance, and positive customer outcomes.

Responsibilities

- Lead, coach, and develop technical support employees and leaders; provide feedback, support career development, and foster a positive, accountable team culture.
- Oversee day-to-day support operations, monitor service performance, and use data and customer insights to drive continuous improvement.
- Manage team capacity, workforce planning, recruitment, onboarding, and training to ensure the team has the skills and resources needed for success.
- Act as a senior escalation point for complex customer issues and major service incidents; collaborate with stakeholders to resolve challenges and improve service delivery.
- Establish scalable processes, delegate effectively, and create transparent expectations that support operational efficiency and future growth.

Your impact: Strong leadership, effective service management,



and continuous improvement help deliver reliable customer support, develop employee capability, and enable the organization to scale successfully.

Experience

Required: Leadership experience in technical support, service desk, or customer support environments; ability to coach and develop employees; experience managing performance, using operational data to drive decisions, and improving service outcomes. Strong communication, organizational, and problem-solving skills.

Preferred: Experience in insurance, SaaS, or technology-focused support environments; experience leading growing or changing operations; experience developing supervisors or people leaders; proficiency in French. Familiarity with service management practices, workforce planning, customer support metrics, and continuous improvement methodologies is an asset.

Please apply directly here: https://careers.acturis.com/o/technical-support-managerlead?source=Indeed

Pay: $90,000.00-$100,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match

Work Location: Hybrid remote in Victoria, BC

📌 Technical Support Manager/Lead (Victoria)
🏢 Acturis
📍 Victoria