Information Technology Manager

7 months ago

Richmond, Canada TEK Group Full time

The Field Services Manager works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Applies theories, concepts, and principals in identifying customer needs and defining support systems.
- Provides significant support in areas such as research and feasibility studies, trade-off analyses, operation studies, design reviews, and technical briefings.
- Makes decisions on operating procedures and analytical approaches.
- Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
- May determine methods and procedures on new assignments and may provide guidance to other personnel.
- The Manager provides executives with the necessary assistance, guidance, and advice to ensure good practices in standard methodologies and processes.
- Also provides leadership, ensuring that assigned team members meet or exceed goals. Assist with Recruiting / Staffing activities.

**Primary/Key Responsibilities**:
**General Departmental management activities including**:

- Manages any personnel or discipline issues that may arise.
- Perform STA responsibilities when required
- Assists with hiring and terminations as needed in cooperation with Program Director.
- Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.
- Provides training, coaching, and counseling to subordinates for continuous improvement throughout the systems integration functions in cooperation with CET SME (Client Environment Training SME).
- Interfaces with client, technicians, operations, end users, updates operating procedures, analytical approaches, and best practices.
- Manage customer escalations as needed.
- Monitor daily operational tasks and duties as performed by PM’s, Break-fix, and STA’s.
- Field Staff Time sheet approvals
- Field staff ticket scheduling and queue monitoring
- Facilitating communications to team level
- Team KPI & SLA Compliance

**Education & Experience**:
**Level of Formal Education**:

- bachelor's and / or equivalent management experience

**Area of Study**:

- Computer Science, IT, other relevant fields

**Years of Experience**:

- Overall: 6 + years

**Preferred**:

- 2-4 years in supervisory role
- Technical experience

**Type of Experience**:

- Previous supervisory or management experience.
- Customer Service
- Technical Repair, installation, PC, peripherals
- assures timeline compliance

**Special Certifications**:

- (CPA, Etc.) Preferred: ITIL certification

**Language Skills**:

- Written and oral English

**Technical Competencies**:

- Strong analytical skills
- Hardware and software knowledge

**Competencies**:

- Customer Service
- Decision Quality
- Planning
- Dealing with Ambiguity
- Leadership
- Motivating others
- Conflict management
- Communication skills

**Information Systems**:

- MS Office
- Call management systems

**Job Type**: Permanent

**Salary**: $43.00-$47.00 per hour

**Experience**:

- Information Technology Management: 6 years (preferred)
- Supervising: 4 years (preferred)
- ITIL: 4 years (preferred)
- Scheduling: 4 years (preferred)
- Monitoring: 4 years (preferred)
- Break/Fix: 4 years (preferred)

**Speak with the employer**
+91 9347843649

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