Technical Support Manager, Business Technology (Vancouver, BC)

You are an experienced IT professional with a genuine passion for leading teams and delivering outstanding technical support. Reporting to the SVP, Business Technology, the Technical Support Manager will lead Anthem's IT support function and oversee day-to-day team operations while continuously improving our processes, tools, and overall service delivery.

You are

• A natural leader who inspires confidence and brings out the best in your team through mentorship, coaching, and clear direction
• An exceptional communicator — both verbally and in writing — who can translate complex technical concepts for non-technical stakeholders
• A strategic thinker who balances the big picture with the details, making sound decisions under pressure
• Highly organized, with a proven ability to manage competing priorities and deliver results in a fast-paced environment
• Someone who holds yourself and your team to a high standard, consistently meeting expectations and pushing to exceed them
• Committed to building a collaborative, people-first team culture (this role is full time in our Calgary Beltline office)

You will

• Lead, mentor and develop a team of IT support specialists, fostering a culture of accountability, learning and continuous improvement
• Oversee the delivery of technical support across all channels — in person, via Teams and email — ensuring a consistently exceptional user experience
• Manage escalations for complex mobile, hardware and software issues, serving as a final point of escalation before the Director level
• Define, monitor and report on service level agreements (SLAs), identifying trends and implementing corrective actions as needed
• Partner with IT leadership to plan and execute infrastructure projects, including deployment of new hardware, software and systems
• Oversee the administration of the IT service management platform (Atera), ensuring accurate logging, tracking and resolution of all incidents and requests
• Drive the creation and maintenance of technical documentation, knowledge base articles and support processes
• Coordinate and communicate planned changes, system outages and incident updates to stakeholders across the organization
• Collaborate cross-functionally on technology initiatives and evaluate new tools and solutions that improve team efficiency and end-user experience
• Leverage AI tools and RMM platforms to automate routine support tasks, improve monitoring capabilities and enhance overall team productivity
• Manage vendor relationships and oversee site visits to remote offices for hardware deployment and support

You have

• Five or more years of hands-on experience in a technical support environment, including at least two years in a team lead or supervisory role
• Deep experience with the Office 365 suite, Windows 11, Windows Server 2016–2025, and Azure
• Strong working knowledge of Active Directory, Exchange, remote desktop support, patch management, networking concepts, and endpoint management
• Experience with RMM (Remote Monitoring and Management) tools — Atera experience is a strong asset — with the ability to configure automation, alerting and remote support workflows
• Familiarity with AI-powered IT tools, including AI-assisted ticketing, diagnostics, chatbots or co-pilot technologies, and a forward-thinking approach to integrating AI into support operations
• Experience with IT service management platforms and a solid understanding of ITIL principles or similar frameworks
• Proficiency in PowerShell scripting and the ability to guide your team in automating routine tasks
• A track record of building and maintaining high-performing support teams in a dynamic environment

Compensation: $100,000 - $120,000 per annum, based on experience.

Founded in 1991, Anthem is a team of 850+ people driven by creativity, passion and direct communication. Anthem has invested in, developed or managed – alone or in partnership – more than 400 residential and commercial projects across North America.

Our growing residential portfolio includes 44,000 homes that are complete, in design or under construction, from mixed-use residential to townhome, rental and single-family homes.

We own, co-own, manage or have previously owned 12 million square feet of retail, industrial and office space, and our land portfolio includes more than 60 communities, spanning 9,100 acres across Canada and the United States.

Anthem is a real estate development, investment and management company that strives, solves and evolves to create better spaces and stronger communities. We are Growing Places.

Please, no unsolicited resumes or phone inquiries from agencies. View our Policy on Unsolicited Resumes on our website.