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Manager Software Support - airlines sector (Bilingual FR/ENG)


Montreal - Quebec - Canada


Professional Services and Consulting

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**Job located at 5250 Décarie Boulevard (Snowdon metro, blue line)**

The Bilingual (FR/ENG) Support Manager is responsible for managing a multi-disciplinary team of Account Managers and Support Specialists involved in engagements by AD OPT related to software support for small to large scale airline clients. The Support Manager will successfully be able to meet the Service-Level Agreements (SLAs) established for the various support accounts. The Support Manager coordinates and prioritizes the client issues, in collaboration with the Account Manager and the team of Support Specialists and ensures that they are resolved in a timely fashion.

Roles and Responsibilities:

Support Management:
• Management of a team of first and second line Support Specialists (5-6 direct reports)
• Establish processes to respect the agreed SLAs with our clients
• Standardize the client support process
• Build and maintain a suite of reports and statistics which will allow a better management of the client accounts and which will improve problem analysis

Account Management:
• Management of a team of Account Managers (1-2 direct reports)
• In collaboration with the Account Managers:
Establish processes for the support tickets tracking with clients
Prioritize support tickets in order to be properly addressed by the Support
Specialists team or the Continuous Engineering team
Build and maintain a maintenance release calendar for clients
Distribute workload to the Continuous Engineering team in order to respect the established maintenance calendar


• Minimum of 3+ years of management experience in support/account management
• Bilingual (French & English)
• Advanced/Expert in product support with a broad technical knowledge
• Successful track record supporting software solutions
• Demonstrated strong leadership skills, with a proven track record of leading projects at times of change
• Able to bring teams together toward a common goal
• Experience reporting account status to multiple levels of stakeholders in a clear, concise and transparent fashion

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.