Technical Support Manager

Job Responsibility:

Title : Technical Support Manager Company : Insignia Software Job type : In office, 8-5pm, M-F About the position: This is a full time, permanent position and will start as soon a suitable candidate is found. Our office is at 1074 103A Street SW, Edmonton.

Who we are: We are a team on a mission to simplify and streamline the work that our educators and librarians do to make knowledge accessible to everyone. Specializing in Library Automation Systems and other education-industry software, we strive to develop and distribute easy to use software solutions that empower the future of schools and libraries.

Description: Insignia Software is seeking energetic candidates to provide technical support and training for the Insignia Library System (ILS). Insignia's customers range from K-12 school districts and public libraries to academic and special libraries who use our ILS to manage their operations. As a Technical Support Manager for Insignia, you will gain an in-depth understanding of all aspects of library management and will lead the Customer Care Team to help librarians and educators all over the world with their daily work.

Responsibilities: This position involves leading the Support Team for various software products. Experience in other library automation systems and student information systems is an asset. Day-to-day tasks include but are not limited to:

• Manage and mentor a team of technical support specialists
• Oversee day-to-day support operations, ensuring tickets are handled efficiently and professionally
• Serve as an escalation point for complex or high-priority technical issues
• Monitor KPIs and service metrics (e.g., response time, resolution time) and implement improvements
• Collaborate with development and QA teams to troubleshoot software bugs and deliver feedback for product improvement
• Develop support documentation, knowledge base articles, and internal training resources
• Assist implementation team in onboarding new library clients with a smooth support transition
• Lead incident management and communication during system outages or critical failures
• Identify trends in support queries and propose proactive solutions to reduce recurring issues

Qualifications:

• Must have B.Sc. in Computer Science or Information Technology or MLIS
• 5+ years of experience in technical support, with at least 2 years in a leadership role
• Experience with integrated library systems (ILS) or library automation software strongly preferred
• Familiarity with MARC records, Z39.50, SIP2, and other library-related standards is a plus
• Strong understanding client-server environments, and troubleshooting methodologies
• Excellent communication, interpersonal, and customer service skills
• Proven ability to manage a local or remote support team

Salary : $80,000.00-$100,000.00 per year as well as annual bonus based on performance

Blue Cross Benefits : After three-month probation period

Job Types: Full-time, Permanent

Pay: $80,000.00-$100,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Dental care
• Extended health care
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Application question(s):

• Do you have B.Sc. in Computer Science or MLIS?

Experience:

• Leadership: 2 years (required)

Language:

• French (required)

Work Location: In person

Expected start date: 2025-06-16