Technical Support Manager

To apply for this position, click here

KEY AREAS OF RESPONSIBILITY

Working with our escalated support team, you will be responsible for reviewing and prioritizing work to ensure all issues are resolved in a timely and efficient manner. As a manager, you will work closely with all members of the Client Support team, developing training programs to further refine and develop the skills of the team as well as conduct staff performance evaluations.

  • Management of the Tier 3 Client Support staff
  • Review and prioritize the work for the Tier 3 technicians, ensuring they stay within the appropriate service level agreements, while meeting and/or exceeding the customers’ satisfaction with the service resolution.
  • Review of SOPs, Project Plans (Office 365 rollout plans for example), and in some cases SOWs, to ensure the Client Support’s needs are reflected in the documents and to provide feedback to other teams as needed.
  • Work with our internal teams to define Fully Managed's technical standards and ensure the Client Support team is in compliance with the Fully Managed's standards
  • Conduct (or assist as needed) staff performance evaluations and mentor those with less experience
  • Help develop training programs to develop and refine the skills of the service delivery team
  • Review client ticket history and escalate potential infrastructure issues for action. Work with other Fully Managed teams to resolve the issues.
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships
  • Be knowledgeable of the customer and how IT relates to their business strategy and goals
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively, driving resolution in a management role
  • Review and approve the service delivery team ticket and service activity, time and expenses sheets in Fully Managed’s professional services automation tool, ConnectWise

SKILLS & KNOWLEDGE REQUIREMENTS

We’re flexible but these are a must:

  • Proven ability to effectively manage a group of 10+ individuals.
  • Advanced knowledge of IT applications, processes, software, and equipment.
  • Ability to multi-task and adapt to changes in an extremely fast-paced environment.
  • Demonstrated advanced skill in planning and preparing clear written communications.
  • Ability to calmly and professionally handle emotionally charged clients interactions.
  • Prompt, reliable and willing to do whatever it takes to exceed customer expectations.
Assets:
  • University degree in computer science or equivalent experience.
  • Experience with ITIL service management concepts and methodologies and certification an asset.
  • Current or previous professional technology certifications.
  • Intimate knowledge of ConnectWise and ITGlue.

If this sounds like you, click here to apply. 
 

Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted. 

No recruiters and no phone calls please!