Technical Support Manager

**Position: Inside Technical Support Manager**
**Location: Leamington, ON**

**Join Security ONE**:
Empowering Protection with Innovation: For nearly 50 years, Security ONE has been a trusted leader in safeguarding homes and businesses across Ontario. We deliver cutting-edge security solutions backed by 5-star service. At Security ONE, we believe in empowering both our clients and our team members. Join us and be part of a team that values integrity, innovation, and impact.

**Position Overview**:
As an Inside Technical Support Manager, you will oversee the daily operations of our technical support team, ensuring the delivery of high-quality customer service and technical assistance. You’ll lead a team of technical support representatives, providing guidance, training, and strategies to improve efficiency and customer satisfaction. This role is ideal for a motivated leader with strong technical expertise and a passion for client success.

**What You’ll Be Doing**:
**Team Management**:

- Lead and support the technical support team through recruitment, training, and performance evaluations.
- Set and monitor team goals to ensure excellent service delivery.

**Client Support**:

- Handle escalated customer issues and ensure high customer satisfaction.

**Technical Expertise**:

- Stay informed on company products and industry trends to guide your team effectively.
- Develop and implement best practices for troubleshooting and support.

**Process Improvement**:

- Analyze support metrics and feedback to identify opportunities for improvement.
- Enhance team efficiency with updated processes, tools, and support documentation.

**Collaboration**:

- Work closely with Product Development, Sales, and Marketing to integrate customer feedback.
- Ensure ongoing training and development for support staff.

**Reporting & Feedback**:

- Monitor support tickets, customer interactions, and key performance metrics.
- Use data-driven insights to improve customer service and support efficiency.

**Does This Sound Like You?**
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Inside or field technician experience is considered an asset.
- Proven experience in a technical support role, with at least 2 years in a supervisory or managerial position.
- Strong technical knowledge and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to manage and motivate a team.
- Customer-focused mindset with a passion for delivering excellent service.

**What We Offer**:

- Competitive compensation.
- Employer-paid premiums for a comprehensive Health and Dental Plan, including short
- and long-term disability programs.
- Generous group retirement savings plan with employer contributions.
- Paid vacation starting on day one.
- Company-sponsored tuition for continuous training and professional development.
- Community and company-sponsored social and networking events.

**Ready to Join?**
If you're passionate about security, driven by innovation, and committed to making a difference, we invite you to join us on our journey. Together, we’ll push the boundaries of what’s possible, ensuring a safer, more secure future for all.

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Application question(s):

- Salary expectations:
**Experience**:

- IT support management: 2 years (required)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: In person