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

• 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.

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.