Manager, IT Support/ IT Service Manager

2 weeks ago

North York, Canada Reflex Integrated INC Full time

**Manager, IT Support / IT Service Manager**

Reflex Integrated Inc. is a leading Canadian-based IT service provider. We provide end-to-end IT solutions to support existing and growing business needs for clients across North America. We are a dynamic and rapidly growing company that is looking for a skilled Manager-IT Support to join our Support Team in our Toronto office.

**Overview of the role**:
The Manager, IT Support, is responsible for the overall planning, management, and handling of issues, tickets, and services carried out by the Support team. It includes the oversight of the daily operations of the service desk and the onsite team, as well as managing and mentoring the IT Support staff. The Manager, IT Support has a thorough understanding of the vision of the IT Support team, has sound experience in managing a large support team servicing a large client base, and thereby can set its long-term direction.

This role is responsible for the development, training, and performance of the Support team. As well as maintaining a high level of customer satisfaction and finding ways to measure and enhance it. As head of the Support team, this role is expected to critically think about ways to increase/create efficiencies and improve the overall performance of the department.

**Roles and Responsibilities**
- Plan and set priorities for the Support team to achieve the overall goals, in accordance with client requirements.
- Meet client SLA, Provide excellent support service to external/internal clients.
- Measure client service satisfaction levels.
- Identifying any gaps in the IT support process and amending them accordingly.
- Timely and frequent reports on issues, ticket processing and handling, team performance, and adherence to metrics, challenges, and other matters to create an up-to-date understanding of the current state.
- Manage and uphold an effective troubleshooting escalation process.
- Lead the Support team and develop the staff by ensuring a proactive approach to IT while driving the correct priorities, providing regular feedback, and driving for continuous improvement of the IT Support department.
- Establish and maintain strong relationships with internal and external stakeholders.
- Occasionally collaborating with third - parties to resolve problems
- Team Building - Develop and motivate team members to achieve their goals.
- Execute other duties, tasks, and activities that may be assigned as per the business needs
- Contribute to the overall success and development of the company and its culture.

**Qualifications and Experience**:

- A minimum of 10 years of progressive IT expertise in a large team with a focus on customer service.
- Extensive experience in leading and managing level I and Level II IT support roles is required
- Fluency in French is an added advantage
- Post-secondary education in Information Technology / Computer Science (or related).
- Strong understanding of Microsoft programmes, MS SQL, Exchange, and the iOS operating system.
- Excellent knowledge of networking protocols and components, hardware, such as cabling (fiber and wire), wireless products, and desktop systems.
- Proven ability to work closely with the team while also designing and implementing a defined procedure for offering clients the finest IT assistance.
- Ability to set goals, priorities, and plans to achieve short and long-term objectives.
- Strong interpersonal and client service skills
- Ability to provide clients with tactful and efficient customer assistance while working effectively with internal stakeholders.
- Highly advanced ability to think critically, weigh choices, make decisions, and solve problems as well as strong abilities in coaching, mentoring, and/or team building.
- Self-driven mindset to achieve business objectives and team success
- Excellent communication skills (both written and verbal).
- Strong leadership qualities and interpersonal skills.
- Ability to work well under pressure.

Please note that any offer of employment will be conditional to references and criminal background check.

**Job Type**: Permanent

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you legally authorized to work in Canada?

**Experience**:

- Team management: 6 years (preferred)
- MSP: 5 years (preferred)

Work Location: Hybrid remote in North York, ON

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