Job Service Representative Manager in Mississauga

Position Summary

The Service Support Manager leads a team of support specialists that offer technical support for both external Customers as well as internal stakeholders that are engaged in supporting our customer base: Sales, Pre-configuration, Installation, Set-up, Monitoring and Service alike. Customer support is the primary focus for the team; solving issues for Customers remotely whenever possible, and were not, working with the appropriate field team to ensure the Customer has a positive experience and has their issue solved.

Duties & Responsibilities

• Lead team of Tier 2 helpdesk team members, including hiring, training, mentoring, managing, evaluating, etc.

• Monitor performance KPI’s for department and team members. Ensure Customer service levels are at optimum performance, and that team member utilization and production are at high levels.

• Ensure Customer solutions are health monitored, ensuring software versions and requisite patches are applied in a timely manner.

• Review recurring Customer issues; assign cases to team members to drive root cause resolution to reduce inbound problem tickets.

• Monitor the department ticket system; ensure tickets are responded to, followed-up on, resolved and updated with expected/SLA time frames.

• Lead/participate in continuous improvement or other Customer impacting projects on an as-needed basis per scope.

• Assist the Tier 1 help desk during peak demand periods, root cause resolutions, escalations to improve the Customer experience.

• Perform technology needs research and testing.

• Create and adhere to existing backup and disaster recovery plans.

• Produce technical documentation to agreed quality standards.

• Maintain organized, secure workplace, ensuring appropriate password/security/encryption measures taken.

• Perform other duties as assigned.

Qualifications

• Post-Secondary Degree in Computer Science, Information Technology, or related field.

• 2+ years of directly related experience within a helpdesk / call center environment.

• 5+ years leading a team.

• Network implementation/troubleshooting experience required.

• Demonstrated knowledge of security systems such as access control, CCTV, intercom, intrusion alarms are preferred.

• Demonstrated knowledge of setting up remote access for users.

• Demonstrated working knowledge of current communications devices and protocols, servers and desktop technologies is required.

• Wired and wireless security experience is preferred.

• IP Telephony or VoIP routing experience is preferred.

• Network + or other related certifications a plus.

Core Competencies

• A Leader of people, able to convey vision, mission, goals & objectives to create a team focused on meeting/exceeding Customer expectations.

• A strong communicator, both verbal and written to support and train staff on technical matters, document policies and procedures, etc.

• Excellent time management skills to provide direction, prioritization, guidance, and performance feedback to reporting staff.

• Data driven, focused on KPI’s to drive business expectations and hold team members accountable.

• Possesses effective analytical and problem-solving skills.

• Work in a fast-paced environment

• Enjoys learning new technologies.

• Possesses a strong working knowledge of business software such as Microsoft Office Suite, Salesforce.com, and NetSuite.

Working Conditions

• Office Setting

• Flexibility in work schedule may be required depending upon client needs