Desktop Support Manager

1 month ago

Richmond Hill Ontario, York region, Canada Paymentus Full time

We are searching for a Manager with strong technical skills, robust customer service skills and a desire to expand those skills in a team environment. The EUC Support Manager role is to manage a team that has documented EUC policies and procedures that support core organizational functions, follow basic triage steps, work to resolve and document issues with end user computing systems and assure their high availability. This individual will be required to react to a myriad of desktop support issues and requests, take specific actions based on priority, and understand the business purpose of organizations and departments throughout the infrastructure. The successful candidate will proactively look for ways to improve processes, look for inefficiencies, and document new processes as they evolve. This position requires help/service desk experience, with the ability to work periodic on-call shifts as necessary.

Responsibilities

-Manage a geographically diverse EUC team supporting a 24/7/365 team environment with the flexibility to periodically cover business and non-business hour shifts for team members.

-Ensure team documentation is maintained and kept up-to-date. Documentation includes process, procedure, standards, and troubleshooting KB.

-Regularly review tickets to ensure issue tickets are created, updated, and documented with clear and concise details and resolution.

-Manage SLAs in accordance with the demands of the business to ensure high quality and timely service is provided.

-Regularly review team performance against SLAs and assist with performance optimization.

-Maintain Jira Service Desk workflows and create/enhance/deprecate them as the business evolves.

-Manage the Office IT Asset inventory in accordance with documented process.

-Ensure team members adhere to documented process and procedures and that high standards of technical and customer service are maintained.

-Work side-by-side with the team and assist the team with day-to-day tasks as required.

-Investigate and research improvements on existing workflows to improve efficiency.

-Train team members and other associates as required.

-Work from an office up to 5 business days per week to support on-site and remote customer base.


Knowledge and Experience

2-3 years Helpdesk analyst experience

3-4 years of experience with Windows and MAC administration

3-4 years of experience with standard trouble ticketing systems

3-4 years of experience directly supporting a large/diverse customer base

Experience with Google Workspace / G-suite

Experience with Microsoft Office Products

Experience with the use of remote assistance and monitoring tools

Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking

2+ years of Management experience


Education

Bachelor’s Degree from an accredited University, or equivalent experience

Industry certifications, ITIL a plus


EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.


Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.

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