Site Manager

3 weeks ago

Montréal, Canada ESP Global Full time

As the IT Site Manager, you will report to the Head of Airport Operations (North America) the role holder will lead the day-to-day performance, productivity, utilization, and workload planning for a team of Airport Engineers & Airport Technicians within YUL Airport and others, ensuring that all contractual service levels are achieved, and high levels of client satisfaction are maintained. In addition, this role will have oversight management of other Airports supported by ESP across Canada.

**What You’ll Do**:

- Day to day operational management
- Drive performance against KPIs to improve the customer experience and client satisfaction levels.
- Ensure that all customer complaints are handled in a timely and effective manner to have a positive overall impact on the customer perception of the services.
- Liaise with the senior managers of our customers on a regular basis (including technical meetings and user meetings.
- Foster positive, productive and professional working relationships with ESP customers and service providers.
- Manage the day-to-day resource plan and forecast to ensure that sufficient resources are available daily
- Provide line management and technical leadership and direction to the Airport Engineers & Technicians
- Act as a role model and coach to support, direct and counsel individuals to continuously challenge themselves to achieve greater levels of performance and customer satisfaction and manage the annual performance process for all team members against individual objectives.
- Conduct regular training needs analysis for all team members and develop a training schedule that ensures that all team members are appropriately cross trained on supported equipment within the site.
- Monitor team performance to ensure that the team are following known and agreed processes for resolving issues and ensure that escalated issues are reported to the Airport Manager and are successfully resolved.
- Ensure contract and budgetary requirements are fully met.

**What You’ll Need**:

- Minimum 5 years' experience required in an IT service delivery role for role holder to perform fully and effectively in the job
- Strong knowledge of Passenger Processing, Terminal Systems and Microsoft Desktop software (Windows/Office is a requirement, as is an understanding of the concepts of server types and configuration, networking principles including hardware types and IP addressing)
- Experience of Airline / Airport industry and working knowledge of airport operations
- Line management experience required
- Strong communication and interpersonal skills
- Ability to work closely with all levels of customer organization from end-users through leadership.

ESP offer competitive salary, health & medical benefits, life assurance and access to ongoing training and career development.

ESP Global Services is a world-class IT services organization that specializes in enterprise managed services, infrastructure engineering, and global field support, due to continued growth and customer acquisition are looking for a IT Site Manager based at client site in Montreal, QC
- ESP Global Services is an Equal Opportunity Employer_

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