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Added 55 mins ago
TL
Parts Manager
Transx Ltd
Calgary, AB
- Full-time
…opportunities of supply chain cost savings in collaboration with Operations Manager and Supply Chain Manager through optimal parts management in shops maintaining equipment safety and…
Added 1 hour ago
Manager, Production
I M P Group International Inc.
Amherst, NS
With more than 50 years of Aerospace industry experience, IMP Aerostructures, an Operating Unit of IMP Aerospace and Defence, is a leader in the Aerospace industry providing top quality,…
Added 1 hour ago
Manager Plumbing and Gas
City of Vancouver
Vancouver, BC
Business Unit/Department: Dev Svcs, Bldg & Licensing
Added 1 hour ago
AH
Administrative Support V
Alberta Health Services
AB · Edmonton, AB
- Full-time
The Administrative Support V is an advanced position providing direct support to the Manager of Site Operations which oversees a diverse portfolio which includes the Site Integrated…
Added 2 hours ago
PC
Front Desk Receptionist
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Winnipeg, MB
- $19 to $22 CAD / hour
- Full-time
Reports to: Clinic Business Operations Manager
Added 2 hours ago
GW
Profit Manager - Gibbons Whistler, BC
Gibbons Whistler
Whistler, BC
- $85,000 to $100,000 CAD / year
…company by turning financial insight into action. The Senior Manager, Profit will lead the Offerings, Pricing, Scheduling and Audit/Analytics functions and coordinate the company-wide…
Added 3 hours ago
E
Security Specialist
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Manager, Project Execution
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Store Manager
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Added 4 hours ago
L
Seasonal Store Associate CAN
Läderach
Toronto, ON
- Part-time
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Added 5 hours ago
UO
Tech/Facility Support Analyst, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Part-time
This job posting is hiring for the morning and/or afternoon shift. Reporting to the Manager, Facilities and Operations, Daily tasks and work assignments will be distributed and supervised…
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RS
Gestionnaire principal de la location/Senior Manager Rental
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PC
Area Manager - M&M Food Market
Parkland Corporation
Calgary, AB
- Full-time
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Added 6 hours ago
PC
Area Manager - M&M Food Market
Parkland Corporation
AB · Edmonton, AB
- Full-time
We are currently recruiting for an Area Manager with previous multi-unit management experience in a corporate and/or franchise system. This position coversAlberta, British Columbia and…
Added 6 hours ago
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Senior Manager, Commercial Services - 417
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Ottawa, ON
- Full-time
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Added 6 hours ago
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Embedded Software Manager
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Burnaby, BC
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Added 7 hours ago
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Administrative Assistant/Kettle Coordinator
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…events including food drives and fundraisings, ensuring smooth operations and exceptional service within The Salvation…
Added 9 hours ago
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(CAN) Self Checkout Attendant
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WC
(CAN) Self Checkout Attendant
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…opportunity to build valuable skills in customer service and retail operations. The Self‑Checkout Attendant supports a positive shopping experience by providing friendly, helpful service…
Added 9 hours ago
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(CAN) Self Checkout Attendant
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…opportunity to build valuable skills in customer service and retail operations. The Self‑Checkout Attendant supports a positive shopping experience by providing friendly, helpful service…
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Administrative Assistant/Kettle Coordinator
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Business Development Manager – Substation Services & Lifecycle Solutions
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Montreal, QC · London, ON · AB · BC · (HE)Office_ON, Stoney Creek
- Full-time
The Business Development Manager is responsible for driving growth of the Substation Service, Modernization, and Lifecycle Management business across North America. The role focuses on…
Added 9 hours ago
CW
General Manager, New Markets - Prairies
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- Full-time
You will own Centra’s Prairie business across market expansion, sales, operations, people, customer experience and financial performance. Your mandate is to take each market from…
Added 9 hours ago
CW
General Manager, New Markets - Prairies
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Earls Kitchen + Bar

Manager, Technical Support (15-Month Contract)

Vancouver, BC, Canada

$75,000 to $85,000 CAD / year · Contract

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Job details

Pay: $75,000 to $85,000 CAD / year
Job type: Contract
Apply by: Nov 5, 2026
Experience: 5+ years of progressive experience in technical support, IT service management, or a related operational role.
Posting language: English
Posted: Oct 6, 2026

Original job description

Are you a driven technical leader who thrives in fast-paced environments and loves solving complex operational challenges?

Earls Kitchen + Bar is looking for a Manager, Technical Support to join our Technology department on a 15-Month Contract to lead our support operations, elevate service standards, and empower a high-performing team. In this role, you will directly shape end-user satisfaction, optimize IT service management, and ensure seamless technology execution across both our restaurant locations and corporate offices. If you bring strong IT service management skills, proven leadership capabilities, and a passion for driving operational excellence across all levels of our business, we want to hear from you!

Role Responsibilities

Oversee daily Technology support operations, including ticket triaging, escalations, and end-user support for both restaurant and corporate office staff.
Accountable for overall team adherence to Service Level Agreement targets and implementing solutions to improve metrics.
Track and report on key support metrics, issue trends, and overall team performance to senior leadership.
Provide a balance of leadership and execution by owning complex or high-priority incidents requiring advanced troubleshooting or cross-system coordination and educating team members for future incidents.
Identify opportunities to streamline support processes, improve documentation, and enhance support delivery.
In collaboration with the Director, Support & Governance, drive operational efficiency through resource planning, workflow optimization, and automation opportunities.
Own and refine incident and outage reports for both internal and external audiences to ensure business continuity.
Carry out assignments and projects as directed by the Director, Support & Governance, and contribute to team and organizational goals.
Provide training and mentorship to team members, living into and exemplifying the department commitments and standards to ensure high execution.
Be a secondary escalation point for critical issues.
Ensure a consistent brand voice and process flow across the Support team for consistency.
Provide weekend, off-hours, and vacation coverage if needed to ensure all hours/days are adequately covered.
Support new restaurant openings across North America remotely and in-person as needed.

Qualifications

5+ years of progressive experience in technical support, IT service management, or a related operational role.
A degree in Information Technology, Information Systems, Computer Science, or a related field preferred.
Advanced experience with Google Workspace, OS, Android, Windows, networking fundamentals, Active Directory, and IT ticketing platforms such as Zendesk.
Demonstrated experience tracking, reporting, and improving key support metrics, incident trends, and Service Level Agreement (SLA) adherence.
Strong background in supporting enterprise technology operations, ticket triaging processes, infrastructure, and cross-system troubleshooting.
Proven ability to mentor, train, and develop support team members while fostering a consistent brand voice and operational excellence.
Experience in hospitality, retail, or multi-unit restaurant operations is strongly preferred.
Excellent communication and interpersonal skills, with the ability to interface effectively with cross-functional teams and senior leadership.
Strong analytical and reporting skills with the ability to translate support data into executive-ready insights and actionables.

Bonus Points

A sense of humour.
A serious passion for food - we like to eat around here (sometimes wine is involved).
Open to personal development and growth.
The drive to succeed and the passion to be a part of Earls growth.
Big team player – able to be both a leader and also support those around them.

What We Offer

Competitive annual salary ranging from $75,000 to $85,000, commensurate with experience and qualifications, complemented by all the perks and benefits below. Individual pay is based on job-related skills, relevant experience, education and/or training, and internal equity.
Comprehensive health care benefits effective from your first day
A healthy lifestyle spending account to support you in living your best life
Employee Assistance Program
Earls 50% discount card for food and drinks at all Earls Kitchen + Bar, the Beachhouse, Birdies Eats & Drinks, LOCAL Public Eatery, and JOEY Restaurants locations
3 weeks vacation
Make Life Awesome Week
Opportunity to be a part of our partner-led Employee Resource Groups (ERG), designed to bring our greater communities together through mutual causes and shared experiences
Flexibility with our Hybrid work from home/office model
Bring your furry friend to work in our dog-friendly office
Office amenities include a rooftop patio, lockers, showers, a full kitchen, and collaborative workspaces
Travel opportunities for company events, new restaurant openings, and more!
Leadership programs with career development and opportunities for advancement
Awards, recognitions, team-building events, and more!

APPLY NOW

We will be in touch with suitable candidates as applications come through. We look forward to hearing from you!

Earls is an equal-opportunity employer. We are committed to a diverse and inclusive workplace, free from discrimination. We believe bringing together people of all backgrounds, experiences, and abilities is essential to our success, and brings us closer to living our purpose to Make Life Awesome.

All employment decisions inclusive of recruiting, hiring, compensation, promotions, and terminations are based on qualifications, competencies, and merit, without the consideration of any legally protected ground. Reasonable accommodations are available upon request.

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More about this job

Responsibilities

Lead daily technical support operations for restaurant and corporate staff, manage escalations and complex incidents, and ensure the team meets service-level targets. Improve support processes and reporting, mentor team members, coordinate coverage, and support new restaurant openings across North America.

Requirements

Requires at least five years of progressive experience in technical support, IT service management, or a related operational role; a relevant degree is preferred. Candidates should have advanced experience with Google Workspace, operating systems, Android, Windows, networking, Active Directory, and ticketing platforms, along with strong leadership, reporting, communication, and troubleshooting skills.

Skills

Technical Support Operations
IT Service Management
Team Leadership
Ticket Triage
Incident Management
Advanced Troubleshooting
Support Metrics Reporting
Process Improvement
Workflow Optimization
Resource Planning
Automation
Google Workspace
Android
Windows
Networking Fundamentals

Benefits

Health Care Benefits
Healthy Lifestyle Spending Account
Employee Assistance Program
50% Food And Drink Discount
Three Weeks Vacation
Make Life Awesome Week
Employee Resource Groups
Hybrid Work Model
Dog-Friendly Office
Office Amenities
Travel Opportunities
Leadership Programs
Career Development And Advancement Opportunities
Awards And Recognition
Team-Building Events

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
IT Service Management
Google Workspace
Operating Systems
Android
Windows
Networking Fundamentals
Active Directory
Zendesk
Ticket Triage
Incident Management
Service Level Agreements
Support Metrics
Escalation Management
Cross-System Troubleshooting
Infrastructure
Workflow Optimization
Resource Planning
Automation
Outage Reporting
Business Continuity
Team Mentorship
Restaurant Operations
Hospitality
Multi-Unit Operations

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