Senior Operations Support Manager

Job Description

Job Description

Job Description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!

Job Summary:

Ainsworth Inc. is seeking a driven and highly motivated Senior Operations Support Manager to join our Central Ontario Mechanical Service Team. This position provides a high level of leadership and customer service support to meet internal and external customer requirements. They will oversee and lead a group regional dispatchers that schedule, dispatch and coordinate technical field staff. The ideal candidate will have a strong leadership and operational background with extensive dispatch experience in delivering services in the Mechanical Services industry.

Key Responsibilities:

• Provide strong collaborative leadership that supports seamless coordination between customer, technicians and internal operational teams, ensuring service commitments are delivered efficiently and to Ainsworth’s high standards
• Lead the resolution of complex service challenges by driving effective escalation processes, addressing issues at the root cause, and reinforcing continuous improvement across all service delivery operations
• Manage data and emotional intelligence.
• Establish clear priorities and operation expectations for the team, ensuring service timelines, customer requirements, and organizational targets are consistently achieved
• Develop and support a high-performing team by setting transparent performance goals, coaching regularly, and fostering a culture that values accountability teamwork and professional growth
• Oversee dispatch operations at a strategic level, implementing process enhancements and corrective actions that improve accuracy, minimize service disruptions and maximize resource utilization
• Ensure service resilience by proactively planning and adjusting workforce allocation to maintain strong service performance during periods of increased demand
• Partner closely with operations leadership to align dispatch and service delivery performance with regionally objectives offering insights and recommendations that support operational success and customer satisfaction
• Provide leadership in resolving escalated customer concerns, ensuring thorough communication, effective service recovery, and the maintenance of trusted client relationships
• Guide and maintain standardized service procedures, ensuring team communication aligns with current operational practices, compliance requirements, and company expectations
• Lead the full performance management cycle for coordination employees, including evaluations, development planning, coaching conversations, and succession planning to build team strength and readiness
• Set and monitor key operations metrics aligned with regional strategy, using data-driven insights to support decision-making and elevate service delivery outcomes
• Oversee dispatch scheduling, technician deployment, and compliance tracking to ensure optimal coverage, regulatory adherence, and efficient execution of service commitments
• Champion Ainsworth’s strong safety culture by ensuring all team activities reflect corporate Health, Safety, and Environmental policies and mall applicable regulatory standards
• Lead weekly Work in Progress (WIP) reviews for the Central Ontario Region, promoting alignment, accountability and timely progress towards operational and financial targets
• Drive corporate and regional initiatives by supporting strategic priorities, enhancing operational excellence, and contributing to Ainsworth’s ongoing growth and industry leadership

Qualifications:

• 5+ years’ experience in supervision of high performing service delivery group with at least some technical support requirements
• 8+ years relevant experience in dispatch and service delivery of technical services.
• Works with minimal supervision and confidently demonstrate authority in management decisions.
• Creative thinker with structured problem-solving skills.
• Demonstrates urgency to anticipate and respond to issues.
• Proficiently demonstrates leadership skills and accountability.
• Undergraduate degree in Business Administration or equivalent experience.
• Proficient in Microsoft Office suite applications and knowledge of service management systems.
• Demonstrates ability to manage a virtual workforce and communicate via non-traditional means.
• Demonstrated ability to meet deadlines and prioritize workload.
• Proven systematic and organized approach to multi-tasking abilities.
• Drive a culture of best-in-class service.
• Establish and manage an ongoing governance structure for daily dispatch.
• Partner with all levels in the organization to drive service delivery on due date.
• Communicate with key stakeholders to secure continuous organizational commitment and alignment.
• Evaluate and analyze dispatch processes to identify areas for improvements.

The salary range is $70,000.00 to $120,000.00 per year. Actual salaries will vary based on factors such as education, experience, knowledge, skills, and abilities, as well as alignment with market data. The base salary is just one component of Ainsworth’s total compensation package, which also includes additional rewards and benefits such as short-term incentives and health insurance, among others.

This posting is for an active and current vacancy; interested applicants are encouraged to apply as soon as possible.

Why work at Ainsworth (a GDI company)?

Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation

Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives

Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.

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