Technical Support Manager

Job information Technical Support Manager from the Company Insignia Software Corporation, this latest Technical Support Manager job vacancy is located in the city Edmonton, AB. This latest job opening is open to job seekers who have the latest education / graduate . Job Vacancies in this Information Technology field have been opened and published up to the specified time.

Job Responsibility:

Title: Technical Support ManagerCompany: Insignia SoftwareJob type: In office, 8-5pm, M-FAbout the position: This is a full time, permanent position and will start as soon a suitable candidate is found. Our office is at 1074 103A Street SW, Edmonton.

Who we are:We are a team on a mission to simplify and streamline the work that our educators and librarians do to make knowledge accessible to everyone. Specializing in Library Automation Systems and other education-industry software, we strive to develop and distribute easy to use software solutions that empower the future of schools and libraries.

Description:Insignia Software is seeking energetic candidates to provide technical support and training for the Insignia Library System (ILS). Insignia's customers range from K-12 school districts and public libraries to academic and special libraries who use our ILS to manage their operations. As a Technical Support Manager for Insignia, you will gain an in-depth understanding of all aspects of library management and will lead the Customer Care Team to help librarians and educators all over the world with their daily work.

Responsibilities:This position involves leading the Support Team for various software products. Experience in other library automation systems and student information systems is an asset. Day-to-day tasks include but are not limited to:

• Manage and mentor a team of technical support specialists
• Oversee day-to-day support operations, ensuring tickets are handled efficiently and professionally
• Serve as an escalation point for complex or high-priority technical issues
• Monitor KPIs and service metrics (e.g., response time, resolution time) and implement improvements
• Collaborate with development and QA teams to troubleshoot software bugs and deliver feedback for product improvement
• Develop support documentation, knowledge base articles, and internal training resources
• Assist implementation team in onboarding new library clients with a smooth support transition
• Lead incident management and communication during system outages or critical failures
• Identify trends in support queries and propose proactive solutions to reduce recurring issues

Qualifications:

• Must have B.Sc. in Computer Science or Information Technology or MLIS
• 5+ years of experience in technical support, with at least 2 years in a leadership role
• Experience with integrated library systems (ILS) or library automation software strongly preferred
• Familiarity with MARC records, Z39.50, SIP2, and other library-related standards is a plus
• Strong understanding client-server environments, and troubleshooting methodologies
• Excellent communication, interpersonal, and customer service skills
• Proven ability to manage a local or remote support team

Salary: $80,000.00-$100,000.00 per year as well as annual bonus based on performance

Blue Cross Benefits: After three-month probation period

Job Types: Full-time, Permanent

Pay: $80,000.00-$100,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Extended health care
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Application question(s):

• Do you have B.Sc. in Computer Science or MLIS?

Experience:

• Leadership: 2 years (required)

Language:

• French (required)

Work Location: In person