Technical Support Manager

About Us

Groundbreaker. Game changer. Pioneer.

TRC has long set the bar for clients who require more than just engineering, combining science with the latest technology to devise innovative solutions that stand the test of time. From pipelines to power plants, roadways to reservoirs, schoolyards to security solutions, clients look to TRC for breakthrough thinking backed by the innovative follow-through of an industry leader.

TRC's professionals work with a broad range of commercial, industrial and government clients and the communities they serve. We deliver breakthrough solutions that address local needs -- so our clients can better succeed in an ever-changing world.

Working at TRC means tackling interesting, meaningful projects. We pride ourselves on our collaborative spirit, entrepreneurial zeal and agile corporate structure. We recognize that the expertise of our staff is our strongest asset, so we generously reward employees for successful performance and invest in their careers through training and the development of new skills and certifications.

Overview

We are seeking an experienced Technical Support Manager to manage a small team of Enterprise Project Portfolio Management (EPPM) Analysts. The Support Manager will play a pivotal role in ensuring the efficient operation of the Technical Support Team, meeting service level agreements (SLAs), and driving continuous improvement initiatives. This role requires a strong understanding of ITIL processes, leadership skills, and the ability to develop and execute strategies to enhance service delivery.

Responsibilities

• Team Leadership and Line Management
• Provide day-to-day leadership and management of the Technical Support team of EPPM Analysts.
• Foster a collaborative and high-performing team environment through coaching, mentoring, and performance management.
• Conduct regular team meetings, one-on-one sessions, and performance reviews.
• Support Desk Operations
• Ensure the Support Desk functions efficiently and achieves agreed SLAs.
• Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting.
• Act as the escalation point for complex issues and ensure timely resolution.
• ITIL Process Management
• Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management, and Change Management.
• Ensure compliance with ITIL best practices and standards.
• Develop and maintain a comprehensive knowledge base to support the team and end-users.
• Strategic Development and Continuous Improvement
• Identify opportunities for improvement in Service Desk operations and implement solutions.
• Develop and execute a Support Desk strategy aligned with organisational goals.
• Collaborate with stakeholders to ensure the Support Desk meets evolving business needs.
• Resource Forecasting
• Forecast Support Desk resource requirements based on workload and business demands.
• Manage team schedules, ensuring adequate coverage during peak times.
• Collaborate with business development teams to contribute to bids and tenders by providing expertise on Support Desk solutions, including operational strategies, resource requirements, and cost estimates.

Qualifications

• Bachelor’s degree in IT, Business Administration, or a related field (or equivalent experience).
• Proven experience in leading a Service Desk or IT support team.
• Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred.
• Experience with EPPM tools and systems is a plus.
• Excellent problem-solving and decision-making skills.
• Strong communication and interpersonal skills.

Characteristics and Attributes

• Leadership: Ability to inspire and motivate a team, fostering a culture of accountability and collaboration.
• Strategic Thinking: Capable of developing and executing strategies to improve service delivery and align with organizational goals.
• Customer Focus: Dedicated to delivering exceptional service and ensuring customer satisfaction.
• Analytical Skills: Strong ability to analyze data, identify trends, and make informed decisions.
• Adaptability: Comfortable working in a fast-paced environment and managing competing priorities.
• Proactive: Takes initiative to identify and address issues before they escalate.

Compensation: In accordance with local law, the below salary range is applicable for the job and location associated with this requisition. Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors.

Other Compensation: Employee may be eligible for participation in the Company’s annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee.

EEO Statement

TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The complete job description and application are available on TRC’s career site .

TRC accepts applications for this position on an ongoing, rolling basis and reserves the right to cancel this posting at any time.

• Team Leadership and Line Management
• Provide day-to-day leadership and management of the Technical Support team of EPPM Analysts.
• Foster a collaborative and high-performing team environment through coaching, mentoring, and performance management.
• Conduct regular team meetings, one-on-one sessions, and performance reviews.
• Support Desk Operations
• Ensure the Support Desk functions efficiently and achieves agreed SLAs.
• Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting.
• Act as the escalation point for complex issues and ensure timely resolution.
• ITIL Process Management
• Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management, and Change Management.
• Ensure compliance with ITIL best practices and standards.
• Develop and maintain a comprehensive knowledge base to support the team and end-users.
• Strategic Development and Continuous Improvement
• Identify opportunities for improvement in Service Desk operations and implement solutions.
• Develop and execute a Support Desk strategy aligned with organisational goals.
• Collaborate with stakeholders to ensure the Support Desk meets evolving business needs.
• Resource Forecasting
• Forecast Support Desk resource requirements based on workload and business demands.
• Manage team schedules, ensuring adequate coverage during peak times.
• Collaborate with business development teams to contribute to bids and tenders by providing expertise on Support Desk solutions, including operational strategies, resource requirements, and cost estimates.
• Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience).
• Proven experience in leading a Service Desk or IT support team.
• Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred.
• Experience with EPPM tools and systems is a plus.
• Excellent problem-solving and decision-making skills.
• Strong communication and interpersonal skills.

Characteristics and Attributes

• Leadership: Ability to inspire and motivate a team, fostering a culture of accountability and collaboration.
• Strategic Thinking: Capable of developing and executing strategies to improve service delivery and align with organizational goals.
• Customer Focus: Dedicated to delivering exceptional service and ensuring customer satisfaction.
• Analytical Skills: Strong ability to analyze data, identify trends, and make informed decisions.
• Adaptability: Comfortable working in a fast-paced environment and managing competing priorities.
• Proactive: Takes initiative to identify and address issues before they escalate.

Compensation: In accordance with local law, the below salary range is applicable for the job and location associated with this requisition. Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors.

Other Compensation: Employee may be eligible for participation in the Company's annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee.