Manager, Support Center

1 week ago

Kitchener, Ontario, Canada eSentire Full time
About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded from the premise that if you can't find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, candor, and resiliency. At eSentire, continuous improvement isn't an option. It's expected.

Join our team and build your cybersecurity career in one of the world's most dynamic industries.

THE OPPORTUNITY

YOUR RESPONSIBILITIES

The Manager, Support Center will perform the following tasks:

  • Work with stakeholders to develop or refine operational support models for the delivery of new or existing production services.
  • Develop processes and procedures to ensure consistent, effective, and timely resolution of work items.
  • Oversee client technical support delivery and manage the escalation and resolution of daytoday client issues.
  • Work directly with various third parties to ensure seamless delivery of eSentire services.
  • Oversee the development and maintenance of documentation related to processes and procedures.
  • Develop KPIs and metrics to track and measure delivery and quality of support services.
  • Responsible for the hiring, coaching, training, and ongoing career management of staff.
  • Work with product and engineering teams for the resolution of daytoday issues and to intake and support new products and services.
Other duties and/or projects may be assigned as necessary.

WHAT WE REQUIRE

  • 3 to 5 years' experience leading or managing technical teams.
  • Understanding of best practices and industry trends in the delivery of technical support services.
  • Ability to identify and define operational requirements for the delivery of support services.
  • Commitment to ensuring the delivery of a consistently exceptional customer experience.
  • Excellent written and verbal communication skills, working both internally and externally.
  • The ability build and foster relationships at an individual level, within the team and across the organization.
  • Demonstrated attention to detail combined with a holistic approach to ensure services are delivered in accordance with eSentire standards.
  • Ability to work in a fastpaced environment and manage multiple priorities.
  • A continuous improvement mindset and collaborative style.
Why a Career with eSentire?

Our Culture:
At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire's idea-rich environment welcomes creative and sometimes unconventional perspectives

Growth Opportunities:
At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become a part of our team. With growing operations internationally, there are many lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We're strong believers in continuing education and provide the resources that you need to continue learning.

Employee Perks:

We provide breakfast, snacks and refreshments (at our physical office locations in Waterloo, London, and Cork), flexible working hours and vacation, company-wide equity and bonus programs, subsidies for continuing education and health & wellness, and attractive compensation and benefits plans.

We make it our obligation to the team to stay current with compensation trends in the tech field

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

  • Call Center Representative

    1 week ago

    Kitchener, Ontario, Canada Services éoliens Enerteck inc. Full time

    Call Center Representative duties and responsibilities:Manage inbound and outbound customer calls in a timely manner Identify customers' needs and wants, give your best to clarify information Research every issue and provide solutions to them Keep records of all conversations in our call center database in a comprehensible way Build strong relationships with...

  • Support Worker

    1 week ago

    Kitchener, Ontario, Canada Anchor Rehabilitation Support Services, Inc. Full time

    We at Anchor are dedicated to ensuring our clients are treated with respect and kindness throughout all aspects of their treatment programs. What sets Anchor apart from the rest is the fundamental recognition that our services may have a profound effect on the lives of each client and their families. Such an important role requires an approach that puts the...

  • Remote Call Center Agent

    1 week ago

    Kitchener, Ontario, Canada HomeBuddy Full time

    Are you a self-starter with a passion for providing top-tier customer service and support? Are you willing to be a part of a quickly growing, product-oriented company while working remotely from home? Then welcome to HomeBuddyThis role is full-time and offers home working flexibility however you must be able to work evenings and weekends from late afternoon...

  • District Operations Center Administrator

    1 week ago

    Kitchener, Ontario, Canada Eaton Full time

    Eaton's Electrical sector is currently seeking a District Operations Center Administrator to join our team. This position is based at our Kitchener, ON facility and offers benefits from Day1.**What you'll do:The primary purpose of this position is to provide administrative support for the Western Ontario Field Services Group.In this function you will: Supply...

  • District Operations Center Administrator

    1 week ago

    Kitchener, Ontario, Canada Eaton Full time

    Eaton's Electrical sector is currently seeking a District Operations Center Administrator to join our team. This position is based at our Kitchener, ON facility and offers benefits from Day 1.What you'll do:The primary purpose of this position is to provide administrative support for the South Western Ontario Field Services Group.In this function you will:...

  • Network Support Specialist

    1 week ago

    Kitchener, Ontario, Canada University of Waterloo Full time

    Overview:A Network Support Specialist is responsible for supporting the data network at the University of Waterloo, its underlying infrastructure and working with clients to resolve issues. Each person participates in a wide range of activities to ensure a robust data network and a quality client experience. People in this position should be familiar with...

  • HR Contact Center Representative

    1 week ago

    Kitchener, Ontario, Canada Manulife Full time

    _Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you. _Working...

  • Technical Support Specialist

    1 week ago

    Kitchener, Ontario, Canada opentext Full time

    OPENTEXTOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Technical Support Specialist

    7 days ago

    Kitchener, Ontario, Canada opentext Full time

    OPENTEXT - THE INFORMATION COMPANYTogether Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered...

  • Senior IT Support Specialist

    7 days ago

    Kitchener, Ontario, Canada Penske Truck Leasing Full time

    Position Summary:Works in a client-facing role, in a support center environment. Resolves technical "usage" issues related to Penske platforms as well as hardware, software and network connectivity for PL associates and end users. The incumbent is trained on the software platform and auxiliary resp

  • Manager, HR Shared Services

    1 week ago

    Kitchener, Ontario, Canada opentext Full time

    OPENTEXT - THE INFORMATION COMPANYAs the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.The OpportunityThe Manager, HR Shared Services is a key contributor within OpenText HR Shared Services...

  • Manager, Information Technology

    2 months ago

    Kitchener, Ontario, Canada Home and Community Care Support Services Full time

    JOB POSTING - MANAGER, INFORMATION TECHNOLOGY (IT) POSITION TITLE: Manager, Information Technology REPORTS TO: Director, Information TechnologyPOSITION STATUS: Permanent, Full-Time DIVISION / DEPARTMENT: Patient ServicesLOCATION: Waterloo Wellington (Base = Waterloo Office) COMPETITION NUMBER: 24-A-004POSTING DATE: Monday April 29, 2024CLOSING DATE: 4:30 pm,...

  • Manager, Information Technology

    3 weeks ago

    Kitchener, Ontario, Canada Home and Community Care Support Services Full time

    JOB POSTING - MANAGER, INFORMATION TECHNOLOGY (IT) POSITION TITLE: Manager, Information Technology REPORTS TO: Director, Information TechnologyPOSITION STATUS: Permanent, Full-Time DIVISION / DEPARTMENT: Patient ServicesLOCATION: Waterloo Wellington (Base = Waterloo Office) COMPETITION NUMBER: 24-A-004POSTING DATE: Monday April 29, 2024CLOSING DATE: 4:30 pm,...

  • Manager, Patient Services

    1 week ago

    Kitchener, Ontario, Canada Home and Community Care Support Services Full time

    Job Description:MANAGER, PATIENT SERVICES - WELLINGTON COUNTY GEOGRAPHYStatus: Permanent, Full TimeGeography: Wellington CountyCompetition Number: 23-A-004Closing Date: Monday March 13, :30pm)Position SummaryHome and Community Care Support Services Waterloo Wellington is currently recruiting for an accomplished leader in the role of Manager, Patient...

  • Manager, Customer Support

    1 week ago

    Kitchener, Ontario, Canada Encircle Full time

    Manager, Customer SupportRemote - Kitchener, ONEncircle is leading the $1.6 trillion dollar property insurance industry out of the dark ages of pen and paper processes, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals around the world to process...

  • Administrative Support Clerk

    1 week ago

    Kitchener, Ontario, Canada Conestoga College Full time

    Requisition DetailsJob Title:Administrative Support ClerkRequisition #:23-380R1Campus:DoonDepartment:School of Health & Life SciencesPayband:FStarting Rate:$28.56Payband Range:$ $33.11Hours/Week:35Posting Date:Friday, March 17, 2023Closing Date:Sunday, March 26, 2023 at 11:59 PM ESTVacancy Type:Support Staff - Full-timeSupport Staff Full-time Replacement...

  • Personal Support Worker

    1 week ago

    Kitchener, Ontario, Canada Revera Inc. Full time

    Description Revera is a leading owner, operator and investor in the senior living sector. We offer seniors' apartments, independent living, assisted living, memory care and long term care. We understand how to create the best experience for people living in a Revera home. We believe everyone should have the opportunity to live a life of purpose, and we...

  • AVP, Strategy and Change Management

    1 week ago

    Kitchener, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    Description Reporting to the Global Head of Contact Center, this role leads organizational strategy and change management for Global Contact centers including strategic planning, employee and partner engagement; transformational communications; to further the objectives of implementing the vision, mission, and strategic objectives of Global Contact...

  • Familyhome / Supported Independant Living

    1 week ago

    Kitchener, Ontario, Canada Extend-A-Family Waterloo Region Full time

    FamilyHome Supported Independent Living FacilitatorExtend-A-Family Waterloo Region (EAFWR)Qualifications: Related post secondary certification and/or comparable experience. Excellent verbal and written communication skills. Selfstarter and willing to take initiative and responsibility to encourage each person supported in their personal goals. Ability to...

  • Junior Technical Support

    1 week ago

    Kitchener, Ontario, Canada opentext Full time

    OPENTEXT - THE INFORMATION COMPANYAs the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.The OpportunityAs a Technical Support Specialist, you will take the knowledge and experiences you have...