Technical Support Team Manager

2 weeks ago

National Capital Region, Canada SupportNinja Full time

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

**Job Summary**: The Team Manager is responsible for the day-to-day activities and guidance of their team members. The Team Manager sets targets, implements guidelines, and assists with any issues the employees may have. A Team Manager has to ensure that all members understand the team’s objectives and work together to achieve them. Constant monitoring by the manager helps to ensure that everyone is working towards the same goal.

The Team Manager may use certain principles to manage the team. One such is the SMART principle; team members receive training to ensure their goals are specific, measurable, achievable, realistic, and timely. A Team Manager will foster a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team. They provide leadership and direction where necessary.

**What does a day in the life of a Team Manager look like?**:

- Indirectly manages the performance, attendance, and behavior of the ninjas working in the programs assigned to them
- Monitors and observes the ninja's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive discipline
- Attends and participates in Product Specific Training as conducted by the Training Team and/or the client to ensure the comprehensive transfer of product/account knowledge essential to the continuous growth of the account and the Ninjas in the account; initiates and attends, if applicable, per account upskilling sessions
- Gathers raw data per account in line with performance or quality to be submitted to the Process Solutions Department that will be transcribed into a reporting format in order to develop action plans to address identified deficiencies of the team
- Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients
- Perform other duties as assigned

**What are the required qualifications of a Team Manager?**:

- At least 2 years of Managerial or Lead role
- At least 2 years of Technical Support Engineer or similar role
- At least 2 years of patching deployment experience
- Ability to support Windows, Mac OS, and Linux devices including understanding the package manager of each OS and how devices receive updates
- Ability to read, write, execute, and troubleshoot SQL scripts
- Ability to read, write, execute, and troubleshoot bash scripts and/or PowerShell scripts
- Ability to read, write, and understand API scripts
- Ability to read JSON files
- Strong problem troubleshooting skills with the ability to quickly diagnose the root cause of a problem and develop an acceptable solution or workaround
- The ability to effectively and clearly communicate technical and non-technical information both verbally and in written format
- Ability to write accurate, clear, and detailed customer-facing knowledge-base articles
- Ability to lead remote sessions with client's customers and partners to provide assistance or solve problems
- Knowledge of how to set up and effectively configure Endpoint Protection Platform (EPP)
- Basic knowledge of an EPP and how it interacts with scripts run on devices

**Ninja Perks and Benefits**
- ** **Competitive compensation**:

- ** **Adherence to government-mandated benefits**:

- ** **Retirement Savings Program with Company Matching**:

- ** **Life Insurance**:

- ** **HMO on day 1**:

- ** **Paid time off, birthday leave**:

- ** **Bonus and incentive plans**:

- ** **Opportunities for skills training and personal and professional development**:

- ** **Employee Referral Program**

Experience
_infinite fun_ so you can have
_infinite growth_. Discover
_A Better Way to Grow_ Are you ready?

**Disclaimer**:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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