Team Manager - Technical Program Shaw

Company Description

Sutherland is seeking a reliable and detail-oriented person to join us as Team Manager for an IT enterprise services program. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

• For Pooling Purposes*
  
  

• Manage up 15 Technical Support Engineers.
• Lead with Impact: Drive daily support service operations by setting clear goals, tracking team performance, and achieving outstanding results.
• Coach and Develop: Empower team members through training, mentoring, and skill development to help them excel and grow.
• Monitor Performance: Utilize key metrics to ensure the team is meeting objectives, address challenges, and promote accountability.
• Shape Technical Support Strategy: Design and implement innovative technical support service strategies aligned with our company’s vision and goals.
• Inspire Excellence: Foster a motivating, high-energy environment where top performers are recognized, and morale stays high.
• Focus on Customers: Ensure that our customers receive exceptional service and that escalated issues are handled promptly and effectively.
• Drive Results: Provide actionable insights and regular performance reports to upper management, highlighting areas for improvement and success.
  
  

• A Bachelor’s degree in business or a related field (an MBA is a plus).
• 3-5+ years of proven success in a similar role within a relevant industry.
• 2+ years of team management experience, with a focus on driving performance, goal-setting, and accountability.
• A talent for mentoring and developing teams, providing constructive feedback, and fostering continuous improvement.
• Experience in strategic planning, aligning team efforts with broader business objectives for long-term success.
• Excellent communication skills, with a focus on listening, clarity, and collaboration.
• Excellent knowledge of major operating systems - Windows, macOS & Linux.
• Familiar with the OSI model & experience troubleshooting Network stack - VLAN, NAT, TCP/IP, DNS, DHCP, HTTP/HTTPS using CLI commands (ping, ipconfig, Nmap, traceroute, etc).
• Understanding of Encryption - SSL/TLS, Types of Certificates, Encryption Keys.
• Basic Windows Administration, including Active Directory & Group policies.
• Hands-on experience with Patch Management, Application & System performance troubleshooting.
• Basic system log analysis beyond Event Viewer (e.g., /var/log/, application logs).
• Ability to read/write SQL queries.
• Experience with Antivirus, Antimalware, Defender, EDR, MDR tools and applications.
• Familiar with Windows firewall concepts, including rule configuration.
• Technical Background is highly recommended.
  
  

• Industry-accepted certifications or equivalent work experience in one or more of the following areas:
• CompTIA A+
• CompTIA Network+
• CompTIA Server+
• CompTIA Security+
• MCP, MCTS, or MCIT
• CCNA