Supervisor, Technical Support

The Toronto Blue Jays Technology Department is currently looking for a Supervisor, Technical Support for our Florida Operations. This position is permanently based in Dunedin, Florida and will report to the Manager of End User Support and Applications based in Toronto. The Supervisor, Technology Support will be responsible for supporting our Business and Baseball Operations teams at our year-round training facilities, as well as providing IT support to our scouts and player development personnel stationed throughout the US and Latin America. The successful candidate will also need to provide IT support for Spring Training and Dunedin Blue Jays games.

The Supervisor, Technical Support plays a critical role in maintaining customer satisfaction, driving efficiency, and enhancing overall technical support operations for Florida Operations. The role also includes working under the direction of the Technology staff based in Toronto to implement company initiatives and deploy local technology solutions. The ideal candidate will be someone who wants to combine their interests in sports and technology to help the organization build a sustainable championship team.

Responsibilities:

• Serve as a point of contact for complex technical user issues providing guidance and timely support in resolving them at our Player Development Complex and TD Ballpark


• Collaborate with cross-functional teams, on system enhancements or new technology solutions that are being assessed and/or implemented


• Supervise the Technical Support Analyst (TSA) including training, coaching, providing feedback and performance management


• Develop and assist with implementing effective strategies, policies, and procedures with our Toronto based team to ensure efficient and high-quality technical support services


• Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction


• Maintain, or facilitate the maintenance of, computer systems, software applications, telephony, network and cabling infrastructure


• Support functions include being the first point of contact for general IT calls, printers, phones, pc’s, applications and server/network infrastructure


• Coordinate and implement hardware / software upgrades and replacements as required


• Log all IT support activities and incidents in the incident tracking system, ServiceNow


• Maintain accurate records and inventories of corporate assets (i.e. desktop, laptops, mobile devices, etc.)


• Ability to perform port level network configuration changes as required to assist with troubleshooting and incident remediation


• Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support


• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning


• Prepare and present reports on team performance, key metrics, and customer feedback to senior management

Qualifications:

• University degree or College diploma in Technology or other related field


• Minimum 3 to 5 years of progressive IT deskside support experience


• Hands on Cisco network configuration and troubleshooting experience required; CCNA an asset


• Advanced support of Microsoft Windows 10 desktop environment and suite of applications


• Experience providing both hands-on and over the phone end-user support


• Experience in creating procedural documentation


• Previous experience with VOIP and IPTV technology


• Knowledge of point of sale systems and Ticketmaster platform an asset


• Ability to deal with and prioritize multiple tasks in a time-sensitive environment


• Excellent communication and facilitation skills


• Ability to work independently and to meet defined deadlines with minimal supervision


• Eligible to legally work in the United States


• Able to work evenings, weekends and holidays as required


• Valid drivers license in good standing


• Ability to speak Spanish is an asset, but not required

Blue Jays has a strong commitment to diversity, accessibility, and inclusion. Everyone who applies for a job will be considered. We encourage individuals from underrepresented groups to apply and join us in shaping the future of our club. Together, we will build a team that reflects the richness of the game and the communities that we represent.

Throughout the recruitment process, we are dedicated to working with candidates who have accessibility needs to ensure they have the necessary support to perform at their best. Questions regarding accessibility throughout the recruitment process can be directed to [email protected].