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Manager of Technical Support and Professional Services



IT, Customer Service, Sales & Business Development
Posted on Tuesday, May 14, 2024

NOTE: We are only accepting candidates located in Canada at this time. Thank you.

About Us:

ZeroTek is a rapidly growing company providing the next generation of management platform and Identity Access Management (IAM) solutions for Managed Service Providers (MSP) and Managed Security Service Providers (MSSPs) serving small-to-medium-sized businesses (SMBs). Our software is deeply integrated with Okta and brings its advanced enterprise features to MSPs and their customers with a comprehensive multitenant service platform.

About the Role: ZeroTek is seeking a dynamic and experienced Manager to lead our Product Support and Professional Services Implementation teams. This strategic role is critical for ensuring outstanding service delivery and operational excellence across our support and implementation services. The ideal candidate will be a strong leader with a proven track record in managing technical support teams and implementing technology solutions in a customer-facing environment.

Reports to: Chief Technology Officer, Co-Founder

Key Responsibilities:

  • Team Leadership and Development: Manage and develop a high-performing team dedicated to product support and professional services. Foster a collaborative, empowering team environment to enhance employee engagement and facilitate professional growth. Display the core company values of ZeroTek internally and externally.
  • Process Optimization: Continuously analyze and improve existing processes to enhance efficiency and effectiveness in service delivery. Implement best practices that contribute to smoother operations and superior client satisfaction.
  • Service Delivery Management: Oversee the delivery of technical support and professional implementation services, ensuring projects are delivered on time and meet all client expectations and contractual obligations.
  • Cross-functional Collaboration: Work closely with the Partner Success Team Manager to ensure seamless integration of support, sales enablement, and onboarding processes. Facilitate a cohesive approach to the customer journey from initial contact through to ongoing support.
  • Partner Coordination: Act as the primary liaison with technology partners, particularly Okta, to coordinate support issues that are escalated. Ensure that communications and resolutions are swift and effective, maintaining strong partner relationships.
  • Reporting and Analytics: Monitor team performance through various metrics and KPIs. Prepare and present regular reports outlining team successes and areas for improvement to senior management.

Our Tech Stack:

  • Zoho Desk (Ticketing System and Knowledge base)
  • Zoho Project
  • Zoho CRM
  • Zoho Survey
  • Scribe
  • Guru
  • Zoom


  • Minimum of 5 years experience in a people management role within a technical support or IT service delivery environment.
  • Seeking someone that has experience with past companies that were high growth and scaling early stage.
  • Demonstrated ability to lead and inspire teams in a remote working environment.
  • Strong process management skills, with a knack for identifying and implementing process improvements.
  • Excellent problem-solving skills and the ability to make decisions quickly and effectively.
  • Strong interpersonal and communication skills, capable of working constructively with diverse teams and stakeholders.
  • Experience working with IT service management software and CRM systems.
  • Prior experience working with technology partners and managing partner relationships is highly desirable.

Why work here?

Though we’re based in Ottawa, Canada, we serve our global customer base remotely, so in this role you’ll work from home. We know the importance of staying engaged and connected in a virtual environment, so we’re flexible, open, and highly collaborative.

We operate in a relatively flat organization structure allowing for more authority and decision-making at the team contributor level. We share goals and objectives, enjoy spirited debates around strategy and tactics, and when a decision is made, everyone is accountable for their expected contributions. It’s a fun, respectful, mutually supportive environment, where making suggestions and asking for help are always welcome.

As a member of a smaller team, you’ll have the opportunity to grow professionally and personally while making a significant impact on the shaping of the company and product. We also offer opportunities for continuous learning and career development, including technical training and certification in Okta.

If you’re interested in what we’re doing and think you might be a good fit for our team, we look forward to hearing from you.