Manager, Application Support

7 days ago

Calgary, Canada MNP Full time

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.

Make an impact with our Technology - Support Services team as an Manager, Application Support. This diverse team of tech-savvy problem solvers embraces digital transformation, and the possibilities technology brings to the future of our industry. As an Application Support Manager, you will lead a team of support specialists who support, utilize, and maintain MNP’s technology to ensure smooth IT operations, enabling team members to work efficiently and effectively.

MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

**Responsibilities**
- Assist in developing and maintaining the Application Support team strategy, ensuring execution of the support roadmap
- Monitor and evaluate the effectiveness of the strategy and make recommendations for improvements
- Meet regularly with Program and Product Managers to ensure support is being delivered effectively, collaborate on new products and automation
- Identify and escalate repeat support trends, and make recommendations for improvements
- Adopt a methodology for effective knowledge management for support services
- Ensure team members have adequate technical skillsets to provide well-educated support, recommending opportunities for development, continued training and improvement
- Ensure support teams have adequate capacity to meet service level agreements (SLA)
- Maintain flexibility to travel, as necessary

**Skills and Experience**
- Three (3) to five (5) years of experience overseeing and developing high performing support teams
- Proven ability to synthesize and analyze information to understand the larger impact to the business and end users and to provide recommendations to improve overall support best practices
- Previous experience with ServiceNow or similar ITSM system
- Ability to communicate and collaborate with a variety of stakeholders and end users
- Prior experience in strategic planning and execution
- Prior experience supporting a CRM product
- Business process knowledge in Tax products
- Experience with DoxCycle, TaxCycle, Profile, TaxPrep, and/or US Tax
- Certification in Knowledge-Centred Service (KCS) methodology an asset
- Experience in professional services considered an asset
- Written and spoken French language proficiency is an asset, but not required

With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply

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