Technical Services Manager

工作内容

Innovatia Inc. is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds’ most successful Fortune 500 and Fortune 1000 companies, with end-to-end technical support, knowledge solutions including technical documentation, training, and information auditing.

Innovatia Technical Services Inc. (ITSI) a wholly owned subsidiary of Innovatia Inc. is looking for Technical Services Managers (TSMs) to provide excellent customer service. You will join an existing team of skilled technical support professionals to provide excellent service delivery for Avaya’s Emergency Recovery Team.

The TSM is responsible for team oversight, monitoring performance, driving individual competency and providing an overall lift in productivity. On average, a TSM will manage a team of twenty (20) resources. A successful TSM effectively and efficiently manages the day-to-day operations of their team, while building relationships to retain and grow customer satisfaction.

Experience & Education:

• Post-secondary education in a related field or a suitable combination of education and experience
• 2-3 years of experience in a managerial position - considered an asset if this experience is in a Technical Support Center
• Minimum 3 years of experience in the information technology field
• Experience performing the role of a Technical Support Specialist is considered an asset
• Experience interpreting analytics to determine areas and methods of improvement
• Effective leadership skills, with a strong focus on operations and business processes
• Able to identify key issues and creatively/strategically overcome challenges or obstacles

Responsibilities:

• Create, run and analyze Daily Reports and take required actions
• Proactive management and mitigation of issues to deliver strong customer-focused service
• Manage customer escalations in a timely manner, ensuring Technical Support personnel are handling the situation and make internal stakeholders aware of any potential issues
• Prepare for and attend any regular metric meetings with Client or internal stakeholders
• Provide oversight and direction to the employees in accordance with the organization’s or Client’s policies and procedures
• Provide effective performance management by setting quarterly expectations, reviewing progress and holding employees accountable for metrics and results
• Coach, mentor, and develop staff, scheduling regular one on one meetings with each employee
• Develop and implement continuous improvements of processes/procedures to ensure consistent delivery
• Build and foster a collaborative and strategic approach to provide quality service

Personal Attributes:

• High level of integrity, confidentially and accountability
• Sound analytical thinking, planning, prioritization, and execution skills
• Strong work ethic and time management skills
• Excellent communication skills, to clearly articulate what needs to be done and how to do it
• Coaching/Mentoring skills – ability to teach without doing and capable of fostering accountability
• Detail oriented and future focused
• Independent, motivated, self-starter
• Customer focus and relationship building experience
• Strong communication, facilitation and presentation: ability to effectively communicate at all levels – external and internal
• Action oriented, with a sense of urgency to get things done proactively

Innovatia Cares: Innovatia encourages a healthy lifestyle and promotes mental and physical wellness and proudly offer our employees the following benefit package:

Health & Dental benefits

• 100% employer paid premiums
• Immediate eligibility for benefit coverage
• No annual deductible fee
• Employee Assistance Program (EAP) with 24/7 access
• Paid sick time

RRSP

• Company matches up to 4% of employee contribution

Innovatia is also pleased to offer a remote work from home option.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer