Technical Support Lead

6 months ago

Guelph, Canada Camis Full time

Join an industry leader in the reservation and park resource management sector. Camis connects people to memorable recreational experiences through intuitive reservation solutions. Our software and service teams serve over 700 government-operated parks, campgrounds, harbors, and marinas across North America.

We are growing our team with a new and exciting role of Technical Support Lead. The Technical Support Lead provides leadership overall direction for the technical support team members within the Support Operations department to ensure we are successful at obtaining the highest level of customer satisfaction in all areas of support (e.g., user end, hardware, connectivity), corporately and with all external clients including (ticket prioritizing, mean time to respond, mean time to repair, prompt ticket closures). The Technical Support Lead will monitor and ensure we are promptly acknowledging all support requests and driving best in class resolution times. This role will also manage direct reports, developing, improving, and maintaining policies and procedures related to departmental activities. ensuring day to day support activities are dealt with quickly & efficiently, physical inventory levels remain monitored and replenished when necessary. They are responsible for developing departmental goals and objectives, assist direct reports in fostering employee growth, obtaining of individual goals, developing a strategy and contributing to the design and implementation of improved processes or operational policies within the organization.

**What you'll be doing**:

- Provide overall direction for the technical support team members
- Manage direct reports, developing, improving, and maintaining policies and procedures related to departmental activities
- Assist Manager of Field & Corporate Infrastructure to plan, direct and coordinates all activities within the department
- Assists Manager of Field & Corporate Infrastructure to develop and administer departmental budget, conducting short-range planning
- Assists Manager of Field & Corporate Infrastructure to position department by developing departmental goals and objectives
- Assists Manager of Field & Corporate Infrastructure in developing a strategy and offer a model for technical support across all offerings and solutions
- Mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development
- Serve as a lead, mentor, knowledge resource, and escalation point for employees. Build credibility and trust within the support group
- Department Subject Matter Expert (SME)
- Maintain system and develop strategies to improve on-call support
- Support the team through coaching, development, coordination, and communication
- Procurement - assist in creating, review and approve all purchase orders for the Support Operations team.
- Provide Field Coordinators with guidance on managing ISP accounts ensuring the Telecom Analysis is current. Ensuring all ISP accounts are up to date
- Hardware Ticket escalation - Approval of hardware replacements prior to installing at all office locations and shipping to park locations
- Coordinate Vendor and Asset management that is applicable to the team.
- Ensure Field solutions adhere to Payment Card Industry and Government standards.
- Oversee all activities relating to the support of Corporate Desktop maintenance, annual park maintenance visit
- Work directly with stakeholders as the Subject Matter Expert (SME) across multiple teams to comprehend problems and adopt solutions
- Maintain clear documentation and standards related to support

**What you will bring to the role**:

- Bachelor’s degree in information technology, computer science, engineering, or a related field.
- 3-5 years experience within the Information Technology Field
- 3-5 years experience in customer service / customer support environment
- 1 year minimum experience in the area of Project Management
- 1 year minimum experience in a leadership role
- Vendor Management experience
- Assist in creating and managing departmental budgets and forecasting
- Conducting Corporate and Client year end presentations
- Contract review, identifying Scope Of work, service levels and ISP and Vendor agreements
- Professional written and spoken English
- Required to present to and train individuals and groups
- Required to present to Project and Management team

**What we can offer you**:

- Competitive salary package
- Comprehensive benefits package, including medical, dental, and insurance coverage
- Professional development opportunities
- Dynamic and inclusive work environment
- Hybrid position, 2 days in office per week required
- Open to applicants from Canada and the United States

We are a diverse group of people that are unified in the belief that work can be fun, fulfilling, and flexible

We are committed to fostering a culture that celebrates diversity and inclusion with an intentional focus on recruiting and retaining employees

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