Formed in 1997, Canary Systems is a forward-thinking technology firm located in the beautiful Lake Sunapee region of New Hampshire. We specialize in civil engineering related monitoring and instrumentation applications and operate in several markets including construction, mining, geotechnical, industrial, and public infrastructure. Risk management is a growing market. Our unique products and services (our software in particular), has positioned us as a worldwide leader in these markets. With additional locations in Arizona, Tennessee, California, Colorado, Canada, Australia, South America, Indonesia, there are many opportunities within the company for learning and personal growth.

We have an open position for our Support Group Manager, preferably to work from our New London, NH location, but remote candidates will be considered. The ideal candidate will be a seasoned manager who is a self-starter, capable of working with limited supervision, has strong communication and troubleshooting skills, and a passion for information technology.

The Support Group Manager position is the leader of the Canary System’s Support Team and will work closely with Canary client support personnel, engineering, and manufacturing to configure, deliver, and support hardware and software monitoring solutions for our customers. This position will also be responsible for maintaining our in-house, cloud based and client side implementations of computing and data collection platforms.

This position requires strong management skills, teamwork, and the ability to effectively communicate at all levels within the organization. We offer a strongly supportive work environment dedicated to the success of our employees. Please contact us if you want to be part of a dynamic team working with a fantastic product that will enhance both your skills and your career.

Responsibilities Include:

• Initially, day-to-day management of a small, technical support group staff (currently 5 staff)
• Integration and management of implementation specialists from several revenue groups, 6-8 additional staff
• Integration and management of field services team providing services related to hardware and software deployments, 4-5 additional staff
• Support all aspects of our hardware and software geomonitoring solutions
• Manage all computer and IT resources within the company
• Manage internal and client facing ticketing systems (Jira and Zendesk)
• Ensure timely response to customer support issues
• Provide hardware and software training to both internal and external customers
• Manage the security of all IT resources throughout the company (including colocation facilities where client instances of Canary Software are hosted)
• Develop and implement workflows for maximum efficiency
• Develop and implement metrics for evaluation customer response and satisfaction
• Some travel will be required to visit staff and occasional client visits

Expertise Required:

• 5-10 years of technology services management
• Web based ticketing systems
• Project management platforms
• Microsoft Office applications and the support of Office 365
• Hardware and software delivery workflows and metrics

Expertise Desired:

• Server architecture design and technologies including cloud computing
• Security technologies including Active Directly, Azure, SAML
• Scripting experience with Powershell, Python, SQL
• Experience with web-based technologies and languages (HTML, JavaScript, ReactJS)
• Data communications technologies such as satellite, cellular, spread spectrum radios
• Instrumentation and related data acquisition products and technologies

Person Best Suited to Position:

• Comfortable working with teams across multiple disciplines
• Excellent problem solver
• Excellent communicator
• Highly organized
• Detail oriented
• Self-motivated
• Quick learner

What We Offer:

• Work in a highly motivated team of professionals
• Career and growth opportunity
• Competitive salary and benefits

Job Type: Full-time

Salary: From $80,000 per year

Benefits:

• Health insurance
• Life insurance
• Paid time off
• Parental leave

Schedule:

Monday to Friday

Supplemental pay types:

Bonus pay including SEP-IRA funding and cash

Education:

Bachelor's (Preferred) or equivalent experience

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work Location: In person