Technical Support Manager - Canada

at  Integrated Control Technology

OUR IDEAL CANDIDATE WILL HAVE:

• Proven leadership experience
• Security/access control industry experience
• Strong analytical and communication skills.
  Here at ICT our diligent teams are committed and hard-working, but we like to ensure we have fun too! Take the next leap and help us shape the future of ICT’s technology.
  Only applicants with the right to work permanently in Canada will be considered for this position. Successful applicants will be required to consent to police checks.
  If you believe you fulfil the requirements above, please send your CV and covering letter describing the key attributes you would bring to this role to: hr@ict.c

LOCATION: VAUGHAN, ONTARIOROLE TYPE: PERMANENT, FULL-TIME

We are seeking a dedicated and dynamic Technical Support Manager to lead our Technical Support department in Vaughan, Ontario for ICT Canada. This role is essential in enhancing team performance, ensuring exceptional customer service, and fostering collaboration between our R&D and support teams. If you are passionate about driving efficiency, advocating for customers, and developing talent, we want to hear from you!

KEY RESPONSIBILITIES:

• Manage team performance to boost productivity and efficiency.
• Facilitate communication between R&D and Support teams.
• Analyze customer feedback for process enhancements.
• Provide phone support and monitor service level agreements (SLAs).
• Test product issues and advocate for customer needs.
• Develop and maintain knowledge bases for support and clients.
• Collaborate on recruitment and strategic growth planning.
• Participate in ICT events and manage team leave effectively.
• Mentor team members and promote knowledge sharing.