Position: Support Service Manager
Department: Global Services
Location: Calgary, AB
Position Type: Full Time
Reports to: Director, Global Services
Reporting to the Director, Support Services, the Manager, Support Services is responsible for the day to day management of Global Services. The Manager, Support Services ensures prompt and cost-effective implementation of SLAs, and that processes are carried out in accordance to contractual obligations. This role directly interfaces with internal and external escalations and oversees the overall supervision and management of all support staff.
Key Responsibilities:
- Host bi-weekly reviews for all direct reports.
- Adhere to Manager schedule and to be in office during the specified time as well as on call 24/7.
- Develop and Maintain the KVI/KPIs which will be upheld by the Team Leads.
- Assist with the development and management of Global Services budgets.
- Assist in investigating, resolving and reporting on internal network performances and issues.
- Ensure sufficient recovery mechanisms and emergency preplans are maintained and available when needed.
- Manage and support the Global Services Teams with their professional development and proactive succession plan for the Global Services.
- Upholding of KVIs and KPIs in accordance to individual and departmental performance requirements necessary to the progression of employee career development.
- Issue monthly (or as required) reports on service results along with an analysis identifying chronic problem areas; initiate action plans to resolve performance issues.
- Provide status reports on a daily, weekly, monthly and an as required basis for ongoing projects.
- Ensures the planning and development of Global Services meets both customer requirements and business needs.
- Ensures effective management of budget, facilities, staffing, controls and productivity/efficiency.
- Develop and maintain key processes to provide high quality and cost-effective results for customers and develop/implement ongoing operational improvements to more effectively deliver improved customer service at reduced operating costs.
- Maintenance of SLAs and Processes to ensure contractual obligations are achieved.
- Ensure established guidelines are followed to provide quality service both internally and externally.
- Recruit, develop and maintain a high performing team.
- Effectively manage the overall performance of the team, providing feedback and constructive criticism allowing members to meet objectives.
- Set expectations and hold people accountable; promote team work through open and honest conversations.
- Anticipate risks and issues; ensure appropriate action is taken to mitigate/resolve them.
- Communicate departmental targets and follow up accordingly.
- Ensure all administrative duties are tracked and completed including case creation, outage alerts and escalations.
- Communicate effectively with all levels of the organization; verbally and written.
- Communicate frequently with Client Relationship Managers to maintain situational awareness and ensure the PSS group is working toward, and prepared for, Guest-tek’s common goals.
- Ensure training is up to date and individual needs are identified for the group.
- Ensure training courses are scheduled.
- Keep staff up to date on new products and initiatives.
- Create and maintain training, retention, and career progression plan in cooperation with the Global Services Management Team.
- Maintain awareness of all ongoing issues and ensure that they are being resolved with accordance to the SLA associated with the severity of the issue
- Maintain communication with all levels of Hotel to ensure communication with regards to ongoing and previous issues were resolved.
- Ensure that team of Support Supervisors are efficiently and effectively dealing with ongoing issues
- Ensure that the Support Supervisors are conducting expected tasks as outlined in their role expectations.
- Other duties as required.
Qualifications:
- 3+ years’ experience working in a Call Center / Customer Service environment.
- 3+ years’ experience as a member of the Guest-tek team is an asset.
- 3+ years’ experience in network troubleshooting is an asset.
- Superior aptitude for analysis of data matrix and reporting.
- Knowledge of budgeting and experience with fiscal management is an asset.
- Demonstrated exceptional coaching and team building skills.
- Proficient with the use of Microsoft Office.
- Knowledge of various Operating Systems (Windows, Linux, MAC).
- Capable of effectively managing employees in remote locations.
- Exceptional organizational skills and the ability to multitask with attention to detail.
- Proven ability to recruit select and maintain top qualified employees.
- Able to interact with different levels within the organization.
- Travel may be required.
Personal Attributes:
- Superior communication and interpersonal skills.
- Positive, “can-do” attitude.
- Customer and business-oriented approach.
- Motivated, reliable, and goal oriented with a proven dedication to customer care excellence.
- Proven ability to manage, motivate, train and develop employees.
GuestTek Interactive Entertainment Ltd.
Related jobs:
Street Scout Opportunity – Muse Models, Boston, MA
Job Description
Muse Models is seeking a Street Scout based in Boston, MA to join their team in discovering the next generation of modeling talent. This position offers a hands-on role in the talent discovery process — walking the streets, identifying fresh faces, and connecting potential models with Muse’s agency team.
Job Responsibilities
-
Scout potential modeling talent in and around Boston.
-
Engage with individuals who fit modeling criteria and represent the Muse brand professionally.
-
Collaborate with the Muse NYC team to submit and recommend prospects.
-
Attend public spaces and events to expand scouting reach.
Requirements
-
Must be based in or near Boston, MA.
-
Outgoing, observant, and confident in approaching new people.
-
Passion for fashion, modeling, or the entertainment industry is preferred.
-
No prior experience required — training and guidance will be provided.
Compensation
-
Paid or commission-based (details to be discussed upon application).
High School Flashback Scene – Good Company (Non-Union)
Job Description
Bon-Ker Casting is seeking a young-looking female actor to portray a high school student in a flashback scene for the series Good Company. This role is perfect for performers who can convincingly portray youthful energy and authenticity.
Job Responsibilities
-
Participate in wardrobe fitting and scheduled filming.
-
Follow direction on set and work collaboratively with production staff.
-
Must be reliable and available for both the fitting and filming dates.
Requirements
-
Female, age 18 (must look high school age).
-
Non-union / AADB only.
-
Waist size: 26–28, top size: XS–S.
-
Must NOT have previously worked as “Wellesbury.”
-
Available for fitting in Oakville on October 10 and filming on October 15.
Compensation
-
Standard background or principal day rate (based on experience).
Non-Union PSA – Casey House Commercial Filming in Toronto, ON
Job Description
A new non-union PSA for Casey House, a specialty hospital that provides care for people living with and at risk of HIV, is seeking talent for an inspiring campaign. The project will highlight compassion, awareness, and community support while bringing visibility to Casey House’s mission.
Job Responsibilities
-
Participate in the filming of a PSA that promotes HIV care awareness.
-
Take direction on set and deliver natural, emotionally genuine performances.
-
Be available for wardrobe fitting and shoot dates as scheduled.
Requirements
-
Open to non-union talent, all genders and ethnicities.
-
Must be available for at least one shoot day between November 11–13, 2025.
-
Must be able to work locally in Toronto, ON.
Compensation
-
Session Rate: $75/hr (up to 10 hours, OT at $50/hr).
-
Fitting: $75 (2-hour session).
-
Buyout guaranteed; rates vary by character.
-
Usage: 1-year online (potential for donated broadcast).
Casting Call – Female Model for Restaurant Commercial (Coquitlam, BC)
Job Description
A local restaurant in Coquitlam, BC is casting a female model to appear in promotional videos highlighting menu items, atmosphere, and dining experiences. This role involves being an on-camera presenter, delivering lines naturally while engaging viewers with confidence and authenticity.
Job Responsibilities
-
Present and describe food and menu items on camera in a conversational tone.
-
Showcase the restaurant’s ambiance and customer experience.
-
Work collaboratively with the production team to achieve creative direction.
Requirements
-
Female, any ethnicity.
-
Native English speaker preferred.
-
Confident, friendly, and engaging on camera.
-
Comfortable speaking naturally and following light direction.
-
Previous on-camera experience is a plus but not mandatory.
Compensation
-
$25/hour.
Casting Call for Short Film “Pros & Cons” – Concordia Film School Production
Job Description
A student film from Concordia University’s Mel Hoppenheim School of Cinema is now casting for the short film “Pros & Cons.” This story explores themes of anxiety, self-awareness, and rebellion through a darkly comedic lens. The production will take place in downtown Montréal and offers actors a strong opportunity to showcase emotional range and depth.
Synopsis
In a parked car, a man vents his frustrations about modern society. His girlfriend attempts to enlighten him by introducing an online personality test — but her efforts only fuel his anger. Their conversation escalates until he reveals his true intention: to rob the bank they’re sitting outside of.
Job Responsibilities
-
Perform in a dialogue-driven, emotionally charged short film.
-
Collaborate closely with student filmmakers to bring characters to life.
-
Participate in rehearsals and one full shooting day.
Roles Available
-
Donnie (30–45): A pessimistic, anxious man who feels alienated by modern life. Beneath his anger is a deep sense of insecurity and privilege.
-
Julia (20–30): A calm, rebellious optimist who tries to help Donnie see the world differently. Confident and quick-witted, she hides her frustrations behind a cool exterior.
Requirements
-
Open to experienced and emerging actors in Montréal.
-
Comfortable performing in emotionally intense scenes.
-
Must be available for the audition and shoot in downtown Montréal.
Compensation
-
Unpaid (student film project).
Casting Call for Non-Union Background Talent – Sheriff Country Production
Job Description
A film production titled Sheriff Country is seeking non-union background talent for an upcoming shoot in Mississauga. The production needs individuals to portray pub patrons, bar staff, cooks, and wait staff in a lively local town pub scene. This is a great opportunity to gain on-set experience in a professional film environment.
Job Responsibilities
-
Portray various background roles such as pub patrons, bartenders, cooks, or wait staff.
-
Follow direction from the assistant directors and production crew.
-
Maintain professionalism and energy throughout the filming day.
Requirements
-
Must be non-union or AABP.
-
Must be local to Mississauga or able to commute.
-
Open to all genders and ethnicities.
-
Must be reliable and punctual for call time.
-
Shuttle service available from Kipling Subway Kiss and Ride.
Compensation
-
Paid opportunity (rate provided upon selection).
Casting Call for Mixed-Race Male – Photo Shoot for “Back in Black”
Job Description
A photo casting for the project Back in Black is seeking a mixed-race (Black/White) male for a creative shoot in Paris, Ontario. The role involves portraying a pool body scene requiring SPFX makeup application, making this a unique opportunity for performers comfortable with special effects work.
Job Responsibilities
-
Participate in a photo session depicting a pool scene with SPFX elements.
-
Remain still and follow specific posing directions for the shoot.
-
Be comfortable with makeup application and light body preparation (such as trimming or shaving body hair).
Requirements
-
Male, mixed race (Black/White), ages 18–23.
-
No facial hair or tattoos.
-
Must be comfortable with SPFX makeup and possible latex materials.
-
Should not have allergies related to makeup products or latex.
-
Must be available for scheduled shoot dates in Paris, Ontario.
Compensation
-
Paid opportunity (rate provided upon selection).
Casting Call for Child Photo Doubles – Paid Opportunity
Job Description
A production is seeking child photo doubles for an upcoming shoot scheduled for late October. The team is looking for young talent who closely match the physical descriptions of the characters listed below. This is a great opportunity for children to gain professional on-set experience and add to their acting portfolio.
Job Responsibilities
-
Work as a photo double for child actors during filming.
-
Match wardrobe, hairstyle, and physical proportions of the main cast.
-
Follow direction from the crew and remain patient and professional during shoots.
Requirements
-
Girl (9 years old): Dress shirt size 7/8, top 7/8, waist 24”, hip 27”, inseam 21”, shoe size 1.
-
Boy (7 years old): Height 4’2”, weight 57 lbs, chest 24”, waist 22.5”, clothing size 7–10, shoe size 2.
-
Girl (5 years old): Height 3’6” (43”), weight 38 lbs, chest 22”, neck 9”.
-
Must be available on Thursday, October 23 (TBC).
-
Open to both union and non-union talent.
-
Must submit recent photos (full body and headshot).
Compensation
-
$34/hour, minimum 8 hours guaranteed pay.
Casting Call for Good Company – High School Student Role
Job Description
A production titled Good Company (G&G) is seeking one ACTRA performer to portray a high school student in an upcoming shoot in Scarborough. This opportunity is ideal for young actors who can authentically represent a teenage look and feel on camera.
Job Responsibilities
-
Portray a believable high school student in a scripted scene.
-
Follow on-set directions and maintain continuity in appearance.
-
Arrive prepared for an early call time and participate fully throughout the shoot day.
Requirements
-
ACTRA member, ages 18–22.
-
Must have a youthful, high school appearance.
-
Cannot have worked on Good Company in Cobourg on Oct 8.
-
Males must be clean-shaven, no exceptions.
-
Females should avoid heavy makeup, false lashes, or exaggerated nails.
Compensation
-
ACTRA union rates apply.
Casting Call for Dreamland – Period Drama Set in the 1950s
Job Description
A period drama set in the 1950s is now seeking new or never-featured male talent to appear in Dreamland. This production will capture the nostalgic atmosphere of the post-war era, recreating authentic mid-century style and character energy. Ideal candidates are dependable, detail-oriented, and excited to be part of a stylized historical project.
Job Responsibilities
-
Portray a male background or featured character in a 1950s period setting.
-
Follow direction on set and maintain continuity with the film’s visual style.
-
Arrive prepared for early morning call times and on-location shoots.
Requirements
-
Male, White, ages 18–32.
-
Height: 5’8” to 6’.
-
Must be ACTRA members.
-
Must arrive clean-shaven and be willing to receive a period-accurate haircut.
-
No deep suntan; must fit wardrobe sizes up to 48 jacket / 38 waist.
-
Comfortable working around atmospheric smoke or herbal cigarettes.
-
Filming takes place in Markham; shuttle provided from production office.
Compensation
-
Union (ACTRA) background rates apply.
-
Fitting provided prior to the shoot.
-
Great opportunity for new faces seeking experience in a professional film production.
Casting Call for Romantic Comedy Short Film “Super Date”
Job Description
A student romantic comedy short film titled Super Date is seeking actors for a fun, lighthearted story that follows Jasmine, a supervillain’s daughter, who finds herself on an unexpected speed dating adventure with a hero’s son. This production offers an exciting mix of humor, charm, and superhero-inspired storytelling while exploring love and identity in a quirky, cinematic way.
Job Responsibilities
-
Perform in a student short film blending romantic comedy with superhero themes.
-
Collaborate closely with the director and creative team to bring authenticity to character dynamics.
-
Participate in rehearsals and blocking sessions prior to the shoot.
-
Deliver strong on-camera performances for both comedic and emotional moments.
Requirements
-
Open to both Union and Non-Union actors.
-
Must be available for rehearsals and full-day shoot in the GTA area.
-
Comfortable performing in character-driven, dialogue-heavy scenes.
-
Seeking talent for the following roles:
-
Jasmine Davis (Lead): Female, 20–29, confident yet socially awkward supervillain’s daughter with charm and wit.
-
Winter Franklin/Doctor Fusion (Lead): Male, 20–29, heroic, driven, and charming; a hero undercover with genuine warmth and determination.
-
Compensation
-
Volunteer position.
-
Meals, credit, and film festival submissions provided.
-
Excellent opportunity for portfolio and reel development.
Casting Call for High School Student Role in “Good Company”
Job Description:
Casting directors are looking for an ACTRA performer (ages 18–22) with a believable high school student look for the upcoming production Good Company (G&G) filming in Scarborough.
Job Responsibilities:
-
Portray a high school student in a classroom or school environment.
-
Follow on-set directions and maintain professionalism throughout the shoot.
-
Be available for an early morning call time.
Requirements:
-
Must be ACTRA (union).
-
Ages 18–22, must have a youthful, high school appearance.
-
Males: Clean-shaven (no exceptions).
-
Females: No heavy fake nails or obvious false lashes.
-
Cannot have worked on Good Company on October 8th in Cobourg.
Compensation:
-
Paid ACTRA rate.