About the role

Technical Solutions Manager leading CIRA's Cyber-DNS team to enhance Canada's cybersecurity and DNS infrastructure. Coaching and overseeing service delivery for key clients and stakeholders.

Responsibilities

Lead and coach the professional services and technical solutions team while actively contributing to service delivery and customer engagements.
Oversee professional services delivery to drive customer satisfaction and successful project outcomes; serve as the senior point of contact for key clients and stakeholders.
Drive efficient, high-quality service delivery across implementation, consulting, and support; maintain service standards and support sales with technical expertise.
Troubleshoot and resolve technical issues promptly and effectively.
Guide customers through product demonstrations, setup, and configuration of cybersecurity solutions.
Design and deliver training sessions and workshops to enable effective use of product features and benefits.
Monitor key performance indicators related to deployment and product usage.
Produce reports, technical guides, and presentations that demonstrate service value and effectiveness.
Build and maintain strong customer relationships to understand needs and provide proactive support.
Communicate clearly in English and French with both technical and business stakeholders.
Collaborate with cross-functional teams to improve service delivery systems and processes.
Develop onboarding and product customization processes, including supporting documentation.

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related experience.
Strong technical knowledge and experience in deploying and troubleshooting workstations (I.e., Linux, Windows, and macOS) and mobile device applications.
Minimum of 5 years experience in technical support or relevant customer-facing role.
Minimum of 3 years experience in management of technical resources.
Customer-centric mindset with a commitment to delivering exceptional service.
Ability to plan and manage complex projects, including resource allocation, timeline and budget management, and clear assignment of responsibilities.
Demonstrated understanding of service delivery methodologies, tools, and best practices.
Excellent communication skills and continuous willingness to learn and develop.
Advanced knowledge of XDR, enterprise IT environments, scripting, networking, DNS, or firewall technologies is preferred.
Strong communication skills in English (written and verbal); ability to communicate in French is a strong asset.
Willingness to travel as needed.