Talentmanagementsolution
Vice President, Support & Technical Operations
Canada - Toronto - Ontario · Exec
Sponsorship not specifiedDetected 2 days ago
AWSGCPCloud PlatformsForecastingBudgetingProcess ImprovementVendor ManagementCustomer SuccessCustomer SupportLeadershipCommunicationMentoringPublic Speaking
About the role
- This is not a traditional executive leadership role.
- While you're now an experienced leader, you're still comfortable rolling up your sleeves when needed.
Responsibilities
- AI-assisted support
- You understand what it's like to troubleshoot hardware in the field, diagnose software issues, manage customer escalations, and support enterprise clients.
- You'll inherit two experienced leaders and a team of more than 20 technical professionals while partnering closely with the CEO to shape the future of our support organization.
- Executive Customer Support Leadership
- Champion a customer-first support organization built around accountability, responsiveness, transparency, and operational excellence.
- Jonas Software supports over 60,000 customers in more than 30 countries.
- Across our broader network, we support a global workforce of more than 30,000 employees.
Requirements
- You're equally comfortable presenting operational metrics to a CEO as you are coaching a frontline manager or speaking directly with an enterprise customer during a critical escalation.
- Required
- 10+ years of progressive experience in technical support, enterprise software, IT operations, or technical services.
- Previous hands-on experience in Tier 1 and Tier 2 Technical Support early in your career.
- Experience managing departmental budgets and annual forecasting.
- Strong documentation, process improvement, and operational excellence experience.
- Experience implementing or improving ITIL-based support processes.
- ITIL Foundation certification (or higher).
- Preferred
- Experience supporting enterprise Point-of-Sale (POS) platforms.
Nice to have
- Improve documentation and operational consistency.
- Introduce AI and automation where appropriate.
- Strengthen leadership across multiple technical teams.
- Improve KPI reporting and executive visibility.
- Reduce recurring customer issues through proactive analysis.
- 5+ years leading managers and multi-disciplinary technical teams.
- Experience supporting enterprise software products.
- Strong understanding of both hardware and software support environments.
Compensation
- Own departmental budgeting, forecasting, resource planning, vendor management, and technology investments.Develop annual operational plans that balance customer experience, team growth, operational efficiency, and business objectives.
Company info
- We're looking for a player-coach; someone who has built their career from the ground up within technical support organizations.
- Build trusted relationships with enterprise customers while ensuring exceptional communication throughout complex technical incidents.
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