IT Support Manager, Contact Center

1 week ago

Toronto, Ontario, Canada Flexiti Financial Full time

About Us
Flexiti is one of Canada's fastest growing fintech lenders.

We aim to make our customers' lives more affordable and help our retail partners grow their sales by offering flexible financing options.

Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard, which they can use online or in-store to make multiple purchases, within their credit limit, without needing to reapply.

At Flexiti, we work hard, we love what we do, and we have some fun along the way If you are looking for an energizing and innovative work environment with great people and big ideas, we'd love to have you join us

IT Support Manager, Contact Center
Flexiti is looking for an IT Support Manager, Contact Center to join its IT team.

Supporting the Contact Center operations, the IT Support Manager, Contact Center will manage the Contact Center's IT support team and all IT support functions, ensuring that support tickets are resolved in a timely and efficient manner.


What you will be doing:

  • Manage the Contact Center's IT support team and all IT support functions, ensuring that support tickets are resolved in a timely and efficient manner
  • Create and manage staff schedules, ensuring adequate coverage for all shifts and balancing workloads for optimal team performance and customer service.
  • Develop and implement IT support policies and procedures to improve efficiency and customer service
  • Monitor IT support performance metrics and implement strategies for improvement
  • Facilitate training and development programs for the IT support team to ensure they are equipped with the necessary skills and knowledge
  • Manage emergency and afterhours support as needed
  • Effectively manage priority of workload issues, service requests and projects
  • Partner closely with the IT Infrastructure team to ensure efficient and highquality execution of technical support activities related to servers, networking, and telecommunications
  • Model and ensure the leadership is in place to promote and enhance the company values
  • Responsible for the direction, coordination, and evaluation of assigned team, including interviewing, hiring, and training employees; planning, assigning, and managing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Understand applicable company policies, procedures and other jobspecific instructive documents and materials
  • Conduct business, perform job duties, and provide oversight to respective teams in a manner consistent with the requirements set forth in all company policies, procedures, and other directives, and in compliance with legal and regulatory requirements
  • Complete all compliance training assigned to them to understand the key provisions of law, regulation and internal policies and procedures applicable to their job duties, as well as the impact of noncompliance on the company's reputation and success
  • Raise concerns about any practice(s) believed to be a violation of, or inconsistent with, company policies, procedures, or other directives, or in violation of legal or regulatory requirements
  • Monitor processes and procedures to ensure safety and compliance

Why you would love to work here:

  • You'll be a part of an award-winning, fast-growing company
  • Our innovative culture promotes ongoing learning opportunities with training and mentorship
  • Competitive compensation package commensurate to experience plus benefits
  • Comprehensive drug/medical/dental insurance, we pay your premiums
  • RRSP program with company match
  • A new and vibrant office environment and remote working capability
  • Extralong weekends in the summer, paid volunteer day

What you should have:

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • At least 5 years of experience in IT support, with a focus on contact center operations.
  • Proven experience in IT support management or a similar leadership role.
  • Strong knowledge of IT support systems and procedures, as well as contact center operations.
  • Excellent communication and leadership skills.
  • Strong problemsolving abilities and attention to detail.
  • Ability to manage and prioritize multiple tasks and projects.
  • Familiarity with IT compliance and risk management.
  • Strong proven knowledge of Microsoft desktop computing products
  • Strong proven knowledge of internet connectivity (TCP/IP, VPN) technologies

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