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Added 29 mins ago
A
Product Support Engineer - NAMER
Ashby
Canada
- Full-time
…operations, systems administration, infrastructure maintenance, or service deployment - and you haven’t worked extensively with customer-centric SaaS applications, APIs, logs, or…
Added 29 mins ago
LH
Job Title Tenant Support Worker
Lookout Housing + Health Society
Duncan, BC
- Internship
The Tenant Support Worker (TSW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society, including following Lookout’s Code…
Added 29 mins ago
TH
Receiving Associate: Full Time - CAMPBELL RIVER
The Home Depot Canada
Campbell River, BC
- Full-time
Responding to public address system announcements Requires listening for customer service calls, personal pages and general information announcements
Added 29 mins ago
TH
Kitchen and Bath Sales Associate Part-Time - 7255 Cranbroook
The Home Depot Canada
Cranbrook, BC
- Part-time
Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product…
Added 29 mins ago
TH
Merchandising Associate: Full Time (6M Contract) - VANCOUVER
The Home Depot Canada
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
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Associate (Part-Time)
Red Apple Stores ULC
Bonnyville, AB
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Bonnyville, AB
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Added 29 mins ago
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Business Support Assistant
Fraser Health Authority
Surrey, BC
- $25.26 to $33.15 CAD / hour
- Full-time
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Added 29 mins ago
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Victoria, BC
- Full-time
The Sales Manager will be responsible for presenting products and information to clients and regulators, identifying and negotiating new business opportunities, developing strong retail…
Added 29 mins ago
UO
Tech/Facility Support Analyst, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Part-time
Minimum 2 years of Customer service, Facilities or IT support experience, with the ability to learn and adapt variety of tasks.
Added 29 mins ago
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House of Rosie
Calgary, AB · Greater Calgary Metropolitan Area
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Quality Manager
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Added 30 mins ago
Merchandiser
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Added 30 mins ago
Merchandiser
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Carleton Place, ON
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Added 44 mins ago
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Added 59 mins ago
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Added 59 mins ago
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Receiving Associate Part Time - 7052 Regina
The Home Depot Canada
Regina, SK
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…du poste assurera la gestion directe de tout le personnel du service de location, notamment : les chargés de comptes location, les gestionnaires de succursale (location), les superviseurs…
Added 59 mins ago
M
Manager, Customer Success, MYLE Adoption and AI Innovations
MEDFAR
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Added 59 mins ago
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Added 59 mins ago
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Area Manager - M&M Food Market
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Calgary, AB
- Full-time
Identify gaps and opportunities to determine root causes in operating standards and overall customer satisfaction; share the results with the Corporate Store Manager.
Added 59 mins ago
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FT Supervisor Produce - Belmont Market
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Langford, BC
- Full-time
The Produce Supervisor is responsible to ensure a superior customer service experience by coaching, and developing friendly, well-trained staff. The Supervisor will supervise the department…
Added 59 mins ago
S
Liquor Store - Assistant Manager Liquor Store
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- Full-time
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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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