Manager, Customer Service IT

Job title: Manager, Customer Service IT

Job description: The incumbent will be responsible of the management of the IT service center – Montreal office, such as the control, the operations and the installation of equipment and software. He is establishing the priority of daily tasks to be done performed by technical advisors on a daily basis. He is also responsible for the detection and resolution of repetitive problems. Responsible for optimizing the material, human and financial resources of his department.

Responsibilities

• Supervise the members of his team (including external consultants);
• Carry out integrated resource planning according to the priority oof approved initiatives;
• Identify and prioritize incoming requests to achieve expected service levels;
• Ensure to transfer of knowledge and expertise through coaching and training of resources;
• Evaluate the performance of the resources (identify the objectives and carry out the follow-up);
• Advance team members towards new technological solutions used by the organization;
• Ensure the stability of the applications (often critical) of his service;
• Establish implement and monitor performance indicators (KPI);
• Follow up, correct incidents and problems;
• Assign the necessary resources for support (24/7);
• Ensure a technological watch, propose, and implement technical developments, in order to optimize the systems in place;
• Maintain a good relationship with the various providers of solutions and services;
• Assess staffing needs, manage, and evaluate team members;
• Manage the deployment and upgrade activities of applications on Transat Canada workstations;
• Manage communications with users and apply the escalation procedure according to established standards;
• Participate in the IT change management committee to determine the technological impacts on customers during maintenance on IT systems;
• Act as an internal advisor by providing functional assistance and ensuring consistency of solutions when solving problems;
• Recommend standards, policies, internal procedures, and forms to meet the needs of users and the technical group;
• Be available to provide (24/7) support on rotation with other team members;
• Collaborate in improving the level of service.

Requirements

• College diploma in computer science or the equivalent and eight (8) to twelve (12) years of relevant experience;
• Knowledge and expertise in the management of level 1 & 2 technical advisors;
• Industrial certification (ex: Helpdesk Institute), essential;
• Excellent knowledge of latest Windows operating systems;
• Very good knowledge of the best practices of the industry;
• Value customer service;
• Bilingual (French and English);
• Shown staff management skills;
• Mandatory Covid19 vaccination required.

Click Here to Apply

Source: