Technical Support Manager

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on‑premises to SaaS to containers to cloud. We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re‑imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com We are looking for a Technical Support Manager who is passionate about blending customer service expertise with technical problem‑solving. This role is ideal for someone with prior experience in technical support who can bring fresh ideas and perspectives to enhance our operations. You will leverage strong troubleshooting skills to resolve complex issues, manage multiple support cases simultaneously, and build deep expertise in specified products. Success in this role requires effective communication, collaboration with colleagues, and the ability to thrive in a fast‑paced environment while delivering exceptional customer experiences. The candidate can be based anywhere in Ontario or the Maritime provinces in Canada . Key Responsibilities: Lead, direct, and coordinate technical support engineers for high performance and engagement Oversee recruitment, onboarding, and ongoing development to maintain a skilled and diverse workforce Provide clear guidance and mentorship to ensure alignment with departmental priorities and goals Ensure ongoing training and career development for technical support staff Complete performance reviews and goal‑setting activities per company timelines Operational Excellence Initiate and participate in projects to improve support operations and processes Assign and manage critical or escalated support issues for timely resolution Analyze complex situations to determine resource requirements and implement solutions Conduct customer follow‑ups to assess satisfaction, identify improvement areas, and implement corrective measures based on CSAT scores and feedback Collaborate with peers across functions to drive collective success and support organizational initiatives Prepare and deliver reports to senior management for strategic planning and execution Partner with global support leaders (EMEA, NAM, APAC) to maintain a seamless “follow‑the‑sun” support model for Flexera One and Gold customers Culture & Inclusion Champion diversity and inclusion within the team environment Qualifications, Education & Experience: Education Bachelor’s degree in Business Management (preferred) Experience 5+ years in technical support (help desk) or customer support roles Proven experience as a team leader in IT (2+ years) Experience with staff recruitment and onboarding Skills Ability to collaborate effectively at all organizational levels Customer‑focused with empathy for client needs Track record of teamwork and collaboration Strong computer, analytical, and organizational skills Experience in setting staff goals and measuring performance using key business metrics Ability to work quickly and methodically Innovative mindset with enthusiasm for process improvement Solid understanding of management practices and techniques Excellent leadership and interpersonal skills Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations. Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all. We encourage candidates requiring accommodations to please let us know by emailing Seniority level Mid‑Senior level Employment type Full‑time Job function Software Development Referrals increase your chances of interviewing at Flexera by 2x Get notified about new Technical Support Manager jobs in Ottawa, Ontario, Canada. #J-18808-Ljbffr