Assistant Manager, Technical Support

1 week ago


Montréal, Canada Aptum Full time

Our **Manager Technical Support **is a customer facing, technical management position. You will interact with Aptum employees and customers, taking ownership of escalated issues and see them through to the point of resolution. The primary focus is to understand customer interactions and how they contribute to customer satisfaction or dissatisfaction. This knowledge will be used to identify the major contributors to customer support experience and drive a continuous improvement program.

You will work closely with various stakeholders across the organization such as product marketing, at all levels, including, suppliers and customers to effectively carry out the responsibilities, with a goal of delivering best-in-class customer experience across all touchpoints.

This position requires a willingness to think critically and measure against the best. Not just technologically, but in all that you do at Aptum. You must be an effective communicator, an accomplished technical talent, and a dedicated individual to be successful in this growing, fast-paced environment.

**How** **do you become an integral part of the team**
- Lead and manage Global Service Desk Support team servicing an Enterprise level business, responsible for strategy, development, organizational structure, and performance of the team to provide a best-in-class customer service experience
- Work in tandem with the cross functional support teams, providing support for multi-channel business
- Define long term vision and roadmap for Global Service Desk team on both organizational and technology perspectives, aligning with organizational business objectives with emerging customer trends and technologies
- Develop new and innovative ways to reduce incident volume; identify and implement strategies using modern technology to improve service quality, productivity, and profitability.
- Establish support teams as well as individual goals aligned with the company’s objectives. Define and execute a strategy to achieve the goals.
- Define, measure, and analyze key performance indicators (KPI’s) to be able to make data-driven decisions
- Meet KPIs for touchpoints, and adhere to established SLA objectives growth for retention of customers
- Make regular reports to senior management on customer pain points and opportunities for improvement within product features. Become the voice of the customer when it comes to internal decision-making
- Drive continuous improvement to Incident, Problem, and Change management practices following ITIL 4 framework where possible
- Collaborate with Product Engineering, Marketing, and other support teams to develop or enhance, customer-facing materials including knowledge base articles and tutorials.
- Manage resolution of complex technical issues impacting customer service and proactively preventing negative Customer experience
- Perform periodic customers’ review by talking to customers, measuring customer satisfaction by means of NPS/CSAT scores to improve customer service and service offering.
- Develop programs and a culture that increases engagement and development
- Talent Management:

- Lead the training and development of direct reports, cross-functional teammates, and internal and external stakeholders to achieve desired results.
- Assist in the recruiting process
- Establish team Goals and Objectives and complete timely reviews as well as annual performance reviews for direct reports
- Cross-functionals collaboration to drive best practices
- Lead monthly, quarterly audits for the function to ensure delivers are met
- Comply with all company policy and procedures and make recommendations for improvements where applicable
- Drive strong employee engagement through meaningful initiatives
- Cultivate and maintain positive relationships with customers and internal stakeholders
- Participation in special projects as assigned
- Performs on-call duties as required

**What you bring to Aptum**
- 5+ years’ experience in ITIL
- experience with contact center tools (Cherwell, IVR, CRM, etc.)
- Proven experience in technology leadership roles, including helpdesk and support teams
- Data analytical skills and experience (MS Excel, Power Query, Power BI)
- Demonstrated results-oriented with a successful track record of managing and delivering multiple projects simultaneously
- Strong Knowledge of planning, design, implementation, and support of enterprise technology solutions
- Excellent communication as well as great overall management and organizational skills
- Able to adapt and succeed in a changing environment

**What Aptum has to offer you**
- Competitive Vacation Policy
- Birthdays are off (we call it “Duvet Days”)
- Lifestyle Reimbursement
- Education Reimbursements
- Paid Benefits
- Community Days
- Wellness Days

We are an equal opportunity employer. We welcome people of any age, culture, subculture, gender identity or expression, sexual orientation, nationality, ethnicity, race, size, mental or physical statu



  • Montréal, Canada American Iron and Metal Full time

    **Company Description** American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers. Become part of...

  • Technical Assistant

    7 months ago


    Montréal, Canada BFL CANADA Full time

    **We offer more than a job, we offer a career!** - We support our employees to shape their career by encouraging continuing education and investing in training and development. - We put our employees at the center of what we do to allow them to grow personally and professionally, with projects and challenges that are motivating and rewarding. - We inspire...


  • Montréal, Canada Air Inuit Full time

    **AIR INUIT CORPORATE PROFILE** Air Inuit has been providing essential scheduled, chartered, cargo and emergency air transport services to Nunavik and beyond - 24 hours a day, 365 days a year - for over 44 years. Collectively owned by the Inuit of Nunavik, through Makivik Corporation, the airline operates a fleet of 30 aircraft and employs approximately 900...


  • Montréal, Canada Hardt Full time

    **Key Areas of Responsibility ** Respond to service partner calls over the phone; diagnose, troubleshoot and resolve problems; Maintain and update knowledge of equipment, failure modes and repair procedures; Assist technical group by providing field input and design assistance as appropriate; Participate in regular training, ensuring technical and...

  • Technical Assistant

    2 days ago


    Montréal, Canada BFL CANADA Full time

    **WHO ARE WE?** Founded in 1987 by Barry F. Lorenzetti, BFL CANADA is one of the largest employee-owned and operated Risk Management, Insurance Brokerage, and Employee Benefits consulting services firms in North America. The firm has a team of over 1000 professionals located in 24 offices across the country. Our employees have free rein to demonstrate their...


  • Montréal, Canada United Nations Full time

    The Technical Co-operation Bureau (TCB) is responsible for the execution of ICAO’s Technical Co-operation Programme (TCP), providing technical support to ICAO Member States, through Technical Co-operation (TC) projects, funded by the State, multi-lateral, bilateral and other donor-funded mechanisms, in all matters relating to the development of safe,...


  • Montréal, Canada BFG Enterprise Services Full time

    **Technical Support Specialist** **Role**: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical resource...


  • Montréal, Canada Maverin Inc. Full time

    Our Government of Canada Client is seeking Computer Support Technicians to perform a variety of network problem analysis and monitoring tasks, such as: - Monitoring network management systems. - Responding appropriately to user requests and problems. - Perform initial problem analysis and triage problem to other appropriate staff when appropriate. -...


  • Montréal, Canada United Nations Full time

    The Technical Co-operation Bureau (TCB) is responsible for the execution of ICAO’s Technical Co-operation Programme (TCP), providing technical support to ICAO Member States, through Technical Co-operation (TC) projects, funded by the State, multi-lateral, bilateral and other donor-funded mechanisms, in all matters relating to the development of safe,...


  • Montréal, Canada SITA Switzerland Sarl Full time

    Overview: **_ WELCOME TO SITA_** **Ready to redefine air travel? The journey starts here, with you at SITA.** **_ ABOUT THE ROLE & TEAM:_** You will be part of the team that provides technical support to and proactively manages SITA for Aircraft customers to ensure the highest performance of Cockpit communication products. These products include a set of...


  • Montréal, Canada BFG Enterprise Services Full time

    **Bilingual Technical Support Specialist** **Role**: Responsible for providing second level technical assistance within an assigned region, providing high-end technical hardware, software and software deployment support at the desktop, laptop, printer, network, and operating systems level to satisfy the needs of client company end users. Act as a technical...


  • Montréal, Canada TEK Group Full time

    Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components. **Major Job Duties**: - Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals. - Ability to setup, configure and add all hardware. Assist Corporate Desk Side Support technicians with...


  • Montréal, Canada American Iron and Metal Full time

    **Company Description** American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers. Become part of...


  • Montréal, Canada Prodco Analytics Inc. Full time

    **Job Overview** **Responsibilities** - Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. - Maintain daily performance of computer systems. - Ask questions to determine the nature of the problem. - Walk the customer through the problem-solving process. - Install, modify, and repair...


  • Montréal, Canada RHEA Group Full time

    Are you looking for a new opportunity in a fast-moving global company with a family feel? A job where you could have an impact? APS is currently seeking a Technical Administrative Assistant (TAA) to work as part of a team of professionals in aircraft ground icing. The TAA will assist in research, product delivery, and provide administration and coordination...

  • Technical Assistant

    5 days ago


    Montréal, Canada Northbridge Financial Corporation Full time

    We’re Northbridge Insurance. We’re proud to work with Canada’s most trusted commercial broker networks. We have a reputation for being one of Canada’s leading commercial insurance providers. Our employees are dedicated to understanding the needs of our customers and creating solutions that help Canadian businesses have a safer and brighter future....


  • Montréal, Canada Inoria Full time

    Montréal, Canada Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration...


  • Montréal, Canada TEK Group Full time

    Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components. **Major Job Duties**: - Test and image desktops and laptops. Maintain, analyze, and troubleshoot, software and computer peripherals. Ability to setup, configure and add all hardware. - Assist Corporate Desk Side Support technicians with...


  • Montréal, Canada Logibec Inc Full time

    **Advisor, Technical Support** **Are you looking for an employer where your experience as a TECHNICAL, SUPPORT ADVISOL will be put to good use? Are you looking for a new and exciting challenge that will fulfill your sense of accomplishment?** **Dare to take the leap and come take up the challenge within our growing company.** **ROLE SUMMARY** **MORE...


  • Montréal, Canada Letko, Brosseau & Associates Full time

    Letko, Brosseau & Associates Inc. Technical Support Specialist Letko, Brosseau & Associates is one of Canada’s leading independent investment management firms, serving both institutional and high net worth clients. The firm’s approach is based on fundamental analysis, broad diversification, an international perspective, careful security selection and...