Job Overview
Location
10 Locations
Job Type
Full-time
Category
Marketing
Date Posted
July 9, 2026
Full Job Description
đź“‹ Description
- • Direct and lead the Support and Managed Services teams for proprietary software, including selecting, developing, coaching, and evaluating Support Analysts, Team Leads, and Managers.
- • Identify and implement opportunities to improve service delivery, operational efficiency, and customer value.
- • Manage and delegate customer escalations, ensuring timely service recovery and resolution.
- • Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries.
- • Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations.
- • Establish, document, and maintain scalable operational processes to support business growth.
- • Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making.
- • Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs).
- • Prepare monthly and annual updates for budgets, accruals, and forecasts.
- • Collaborate with the Finance Department to prepare annual and monthly billings for the customer base.
- • Develop and maintain operational documentation, knowledge management practices, and standard operating procedures.
- • Continually seek opportunities to improve customer experience and expand service offerings.
- • Lead the adoption of AI and automation to improve team productivity, customer experience, and operational efficiency.
- • Approve and track third-party invoices for Maintenance renewals and new name sales.
- • Manage employee expense approvals.
- • Experience working with senior leadership, both internal and external.
- • Travel to customer sites, conferences, and company meetings as required.
🎯 Requirements
- • Bachelor's Degree.
- • 5+ years of management experience in a customer support or technical support environment.
- • Demonstrated experience leading managers and multi-level support organizations.
- • Strong leadership, organizational, communication, and problem-solving skills.
- • Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives.
- • Experience leveraging AI and automation to improve business processes is preferred.
- • Utility/Billing experience is an asset.
🏖️ Benefits
- • 3 weeks’ vacation and 5 personal days.
- • Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment.
- • Employee stock ownership and RRSP/401k matching programs.
- • Lifestyle rewards.
- • Remote work and more!
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Harris Computer Systems Corporation
Harris Computer Systems Corporation is a Canadian enterprise software provider focused on vertical-market solutions for public sector, utilities, healthcare and education. Through more than 120 operating divisions, it acquires and operates specialized software companies, offering products for ERP, utility billing, public safety, student information, and healthcare information systems. Founded in 1991 and headquartered in Ottawa, Ontario, Harris serves over 100,000 customers across North America, delivering scalable, on-premise and cloud-based software and ongoing support services.
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