IT Service Manager

2 weeks ago

Vancouver, Canada Sea to Sky Network Solutions Full time

**About Us**

Sea to Sky is a leading Managed Service Provider based in Vancouver, working with a cross section of businesses, municipalities and communities across British Columbia.

We are a small team of fantastic people, providing the best IT support possible to the best customers in the city (and beyond). Our core cultural values are manifested in our practices and processes every day. We look for people who work hard and have fun

**Speak Up | Show Up**
- You listen first, communicate effectively and are constantly looking for a ‘better way of doing it’ - even if it’s outside your specific scope of work.

**Learn It | Share It**
- Tech is always evolving and you believe in continuous learning for yourself and your team.
- You are a master of process believing that intentional processes should be created, shared, and followed.
- You document, document, and document again

**Do it Right | Give a Sh*t**
- You care about customer experience and team happiness, investing in finding the right solution, the first time.
- You don’t just solve problems; you think creatively to find them before they happen by challenging the status quo.

**The Role**

Due to growth, we are adding a Support Manager to our team. You will work directly with the Managed Services team to ensure the smooth and successful delivery of technical services across our wide customer base.

As the Support Manager, you will:

- Oversee day-to-day operations & provide management, mentorship and coaching to the Managed Services team
- Develop and implement new systems, processes and methodologies - and ensure these are followed fanatically, to provide effective monitoring, control, and support of service delivery
- Ensure service level agreements are achieved and client expectations are met or exceeded
- Lead performance management discussions, holding regular 1:1’s with the team
- Be involved in recruitment and hiring activities
- Build lasting relationships with clients

The Service Delivery Manager will also handle customer day-to-day requests such as escalations, customer calls and meetings, research, and document preparation.

This is an in-office position in Vancouver Our team typically works Monday to Friday with flexible start times.

**Qualifications**
- 8+ years experience in Information Technology industry with minimum 5 years experience of managing a team
- Experience with SLAs and establishing effective working relationships with internal and external stakeholders
- Proven experience in operational process development/improvement and implementation.
- Proven ability with leading and motivating employees, assessing training and development needs, and evaluating performance.
- ITIL foundations or other related certifications would be considered an asset

**Why work with us?**

At Sea to Sky, we firmly believe our employees are our biggest asset. We value contribution and want to ensure a real work-life balance. We're also a certified Living Wage BC employer - meaning every Sea to Sky employee is paid at least a minimum salary that allows them to support a family.

Some of the perks of working here include:

- An internal peer recognition program - award your colleagues for work well done, and be rewarded in return
- Vacation time + sick days
- Full medical and dental benefits, including 100% prescription drug coverage
- RRSP contribution matching
- Annual cost-of-living salary adjustment, pegged to inflation
- Team lunch every Friday - a constant mix of different restaurants
- An iPhone for business & personal use
- Casual dress code + optional branded shirts/jackets supplied
- Fully stocked beer fridge with local craft brews, plus a keg on tap in our office bar
- Kitchen stocked with premium coffee, premium espresso machine, pop, and a variety of snacks
- Your choice of cake on your birthday
- Reimbursement for training and certification courses taken
- Paid employee referral bonuses
- And more

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