Posted 3 months ago
Technical Support Lead
@ ZENITH INFOTEK LLC
Markham, Ontario
Overview
ZENITH INFOTEK LLC is hiring a full-time Technical Support Lead to run the AMS tower across distributed support teams. The role covers service stability, SLA adherence, incident and problem management, stakeholder governance and continuous improvement across .NET, Java, SaaS and mainframe platforms. 10+ years of AMS or delivery management experience is required.
Pay:
$105,000–$110,000 a year
Responsibilities:
- Lead end-to-end AMS delivery across distributed support teams
- Manage incident, problem, change and escalation processes
- Track SLAs, KPIs, MTTR and service availability
- Coordinate onsite, offshore, client and vendor teams
- Drive governance reviews, RCA and continuous improvement
Requirements summary:
- 10+ years in AMS, application support or delivery management
- Experience managing distributed onsite-offshore teams
- Strong ITIL incident, problem, change and SLM knowledge
- Working knowledge of mainframe and modern platforms
- Experience with ServiceNow, Jira, Azure DevOps or Remedy
Tools & skills
Benefits mentioned
Source and dates
Source type not verified · careerplug
- Employer posting date
- 2026-08-17
- First seen by our source
- 2026-10-09
- Source record updated
- 2026-10-16
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Project management |
| Experience | 10+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Licences & certifications | ITIL, PMP, CSM |
| Education | Bachelor’s degree (preferred) |
| Fields of study | Computer Science, Information Technology, Engineering |
Summary and details written by AI from the posting; the employer’s posting is the authority.
ZENITH INFOTEK LLC
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
Zenith Infotek aspires to be the staffing provider of choice for our clients and candidates. We are committed to delivering a higher level of service which produces the best return on investment for our client´s time and money.
- LinkedIn followers
- 4,173
- People associated on LinkedIn
- 30
- Reported office locations
- 4400 State Hwy 121, Suite 387, Lewisville, TX 75056, US
- Business categories
- Recruiting
- Small and Medium Businesses
- Staffing Agency
- Information Technology Support Services
- Information Technology
- Other recorded names
- ZENITH INFOTEK LLC
- Zenith Infotek LLC
- Profile identifies a recruitment agency
- Yes
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Zenith Infotek aspires to be the staffing provider of choice for our clients and candidates. We are committed to delivering a higher level of service which produces the best return on investment for our client´s time and money.
| Field | Value |
|---|---|
| Industry | IT Services and IT Consulting |
| Company size | 51-200 employees |
| Headquarters | Lewisville, TX |
| Organization type | Partnership |
| Year founded | 2014 |
| Open jobs on Jobsy | 4 |
| View page |
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
We are looking for L1/L2 Production Support experience
Experienced Technical Support Project Manager to lead the AMS tower across distributed support teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe technologies. Responsible for service stability, SLA adherence, incident/problem management, stakeholder governance, and continuous improvement.
Key Responsibilities
Lead end-to-end AMS delivery across modern, SaaS, mainframe, application support teams.
Manage incident, problem, change, service request, and escalation processes to ensure timely resolution and business continuity.
Track SLAs, KPIs, ticket trends, backlog, MTTR, recurring issues, and service availability.
Coordinate with onsite, offshore, client, vendor, and internal teams for effective support coverage.
Drive governance reviews, operational reporting, RCA, corrective actions, and continuous service improvement.
Oversee resource planning, shift coverage, knowledge management, transition, and stabilization activities.
Required Skills and Experience
10+ of experience in AMS, application support, technical project management, or delivery management.
Experience managing distributed onsite-offshore or multi-location support teams.
Strong understanding of ITIL-based incident, problem, change, release, and service level management.
Working knowledge of .NET, Java, SaaS applications, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, platforms.
Experience with production escalations, bridge calls, RCA preparation, dashboards, and ITSM tools such as ServiceNow, Jira, Azure DevOps, or Remedy.
Strong stakeholder management, communication, planning, prioritization, and reporting skills.
Preferred Qualifications
Bachelor’s degree in Computer Science, IT, Engineering, or related discipline.
ITIL certification preferred; PMP, CSM, or equivalent certification is an advantage.
Experience in insurance, banking, financial services, or regulated enterprise environments preferred.
Exposure to automation, monitoring, observability, modernization, or service improvement initiatives is a plus.
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