Lead remote support operations from British Columbia, using ITIL practices and team leadership to serve customers across Canada and New Zealand.
As Support Manager at Trimble Forestry, you will lead front-line operations across two global regions. You will unify teams, improve customer communication, and strengthen service delivery. The work includes incident management, ticket triage, SLA monitoring, and approved AI tools.
Key Responsibilities:
- Lead front-line support teams across Canada and New Zealand
- Implement ITIL-aligned incident management and escalation practices
- Coach team members and strengthen operational accountability
- Analyze incident trends and improve resolution quality
- Manage resourcing, SLA monitoring, and performance tracking
Requirements:
- Three or more years in software or technical support
- Team leadership experience with coaching and process improvement
- Understanding of service requests, triage, and SLA monitoring
- Familiarity with Salesforce, Jira, and ITIL practices
- Strong written and verbal communication across global teams
Support Trimble Forestry customers through ITIL operations, coaching, incident management, and continuous service improvement from British Columbia.
Remote Support Operations Manager in Ottawa employer: Trimble
Trimble is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to take ownership of their roles while making a tangible impact on global challenges. With a strong commitment to diversity and inclusion, Trimble offers meaningful career growth opportunities and encourages continuous improvement through mentorship and support. Located in beautiful British Columbia, Canada, this remote position allows you to work with like-minded professionals dedicated to transforming the forestry industry and enhancing customer experiences across North America and APAC.
