Technical Support Manager/Lead @ Acturis

About Acturis Acturis is a leading software-as-a-service platform supporting the Canadian insurance market. Founded in 2000, Acturis supports more than 50,000 users across the UK, Canada, Ireland, France and Poland. Our cloud-based platform powers brokers, insurers and MGAs across personal, commercial and specialty lines, enabling efficient trading, data-driven decisions and seamless digital workflows. Acturis is supporting a growing community of Canadian brokers and insurers through a modern, digital-first trading platform. The Acturis Platform is part of the Acturis Group.

• At the Acturis Canada Headquarters in Victoria, you’ll enjoy: A 15-minute walk from downtown Victoria, with patio access and nearby fitness facilities.
• Hybrid working, with up to three days per week from home following the training period.
• Competitive salary with annual performance reviews.
• 100% employer-paid benefits and Group RRSP matching after three months.
• 20 paid vacation days, plus all British Columbia statutory holidays.
• Eligibility for bonus and share incentive programmes.

The Role As Technical Support Manager/Lead, you will lead the Canadian Technical Support team, driving service performance, team development, and operational effectiveness. You will build a high-performing culture by developing leaders, supporting employee growth, and setting clear expectations. Working closely with UK Customer Support leadership, you will promote consistency and share best practices across regions. Using data and customer insights, you will prioritize improvements, address performance challenges, and support future growth. You will also serve as a senior escalation point for customers and internal stakeholders.

• What You'll Be Responsible For People Leadership and Team Culture Foster a positive, inclusive, and customer-focused culture, setting clear expectations and accountability across the team.
• Coach and develop leaders and employees through feedback, career development, succession planning, and knowledge sharing.
• Maintain strong engagement and address performance or people-related issues promptly and effectively.
• Operational Ownership and Service Performance Lead day-to-day service delivery, ensuring high standards of quality, responsiveness, and customer outcomes.
• Use performance data and customer insights to set priorities, manage risks, and drive continuous improvement.
• Plan team capacity, structure, and processes to support operational efficiency and future growth.
• Leading Through Others Empower leaders and team members through clear delegation, decision-making authority, and accountability.
• Establish scalable processes, routines, and feedback mechanisms that support consistent performance and improvement.
• Customer and Stakeholder Leadership Act as a senior escalation point for complex customer issues and major service incidents.
• Build strong cross-functional relationships and communicate priorities, risks, and performance effectively.
• Use customer and stakeholder feedback to improve service quality and prevent recurring issues.
• Recruitment, Onboarding and Capability Lead workforce planning and recruitment to ensure the team has the skills and capacity required for success.
• Continuously improve onboarding, training, and development programs to build current and future capability.