Sr. Manager, Technology Operations Support Services

Starting base salary US $108,500 – 128,500 *

CAD $111,500 - $131,500

Plus Bonus, Equity & Benefits

* Pay transparency

Our salary ranges are determined by role, level, and location. The range displayed on our job posting reflects the minimum and typical maximum target for new hire salaries for the position, it does not reflect the maximum salary for the role over time. Within the range, individual pay is determined by job-related skills and experience demonstrated during the interview process.

What you will be doing:

The Senior Manager, Technology Operations Support Services has proven leadership, analytical, and problem-solving skills and will manage our Tier I and Tier II support teams while improving our technology operations process specifically relating to how we support our internal and external users on all platforms. The successful candidate will have extensive experience in building, maintaining, and managing teams as well as industry technology operations practices.

A bit more about the role:

Manage and supervise the day-to-day activities of the application support and tech services teams

Work closely with Incident Management team

build proper incident management process and reporting

Report on team performance and health of the production environment

Detailed metrics to understand team capacity and developing trends

Develop procedures and processes to build and strengthen the technology operations practice at 360Insights

Act as a key escalation point for issues reported by our clients and act with appropriate urgency through those escalations

Build healthy relationships with business and technology team leadership to strengthen the technology operations escalation process

Review and audit technology operations process at regular intervals to find ways to mature and increase team efficiency

Plan and organize the migration of acquired companies into the standard practice of support operations at 360insights

Constantly improve team efficiency and adopt shift left mentality for all tiers in the support process

Lead high-level initiatives related to address gaps in the support operations process and efficiency

Develop team members toward career aspirations by coaching, mentoring, and working with them to create training plans suitable to their goals

Strategize and develop practice roadmap 1+ years

What you’ll bring:

6-9 years experience leading medium sized technical teams

Expertise in building relationships with peers outside immediate circle of influence to help drive overall teams success

Experience working closely with vendors and managing vendor relationships

Strong verbal and written communication skills

Attention to detail and takes pride in their accuracy

Customer service oriented and ability to follow issues to resolution.

Reliable and committed individual with the desire to learn new applications and technologies

Bonus Points:

Knowledge of ITIL best practices

ITIL certifications

Why 360?

Here at 360insights you will be a part of a fast-paced global technology company that is innovating and leading in the channel incentives and insights industry. You will be helping us to deliver great solutions for some of the world’s most recognizable brands all within an inspiring and inclusive culture that has certified us as a Great Place to Work® in Canada, the USA and the UK.

At 360insights, we take pride in being a people-first organization, dedicated to fostering a vibrant values-based and inclusive culture. Our commitment to this ethos is reflected in our day-to-day operations and interactions with both team members and clients. Embracing a people-focused approach entails the following principles:

Diversity and Inclusion: We wholeheartedly welcome individuals from all walks of life to join our team. 360insights is committed to providing equal employment opportunities to people of every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity. You can find out more about our DEIB Vision on our website. We encourage applications from individuals with disabilities, and accommodations are available upon request for candidates participating in all stages of the selection process.

Experiences that create growth. Growth that creates experiences: At 360insights, every facet of our business presents opportunities for personal and professional development, allowing you to explore diverse disciplines and rewarding work experiences. Our commitment to growth is supported by robust Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have the tools and support needed to thrive and grow as an Insighter.