IT Manager, Customer Support – ServiceNow

1 month ago

Victoria, British Columbia, Canada Integro Softwares Inc Full time
Job Title: IT Manager, Customer Support – ServiceNow

At Integro Softwares Inc, we are seeking an experienced IT Manager to lead our Customer Support team in delivering exceptional service to our internal business customers. The successful candidate will be responsible for planning, leading, and managing the Customer Support Centre function and team, ensuring that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support team.

Key Responsibilities:
  • Lead the Customer Support team in delivering exceptional service to internal business customers
  • Develop and maintain effective and efficient support processes and procedures
  • Collaborate with IT teams to develop, implement, and maintain service level agreements (SLAs) and report on end-to-end service delivery performance
  • Ensure that end-user requests are consistently and correctly prioritized and actioned
  • Contribute to the successful execution of new service delivery models and support strategies
  • Own the resolution of any Customer Support issues end-to-end by coordinating resources, identifying resolution paths, and providing relevant and clear communications to stakeholders
Requirements:
  • Bachelor's degree in Computer Science, IT, Business Administration, Commerce, or a related field
  • Minimum of 5 years' experience leading a customer service function in a fast-paced, multi-project, and multi-customer IT environment
  • Demonstrated IT service management leadership experience
  • Excellent customer-service, listening, communication, and problem-solving skills
  • Excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functions
  • Experience leading or participating in agile and/or lean initiatives
  • ITIL Intermediate certification or higher is preferred
  • Knowledge of networking, telecom, server environments, and related technologies
  • In-depth knowledge of the ServiceNow platform is mandatory
Competencies:
  • Customer Orientation: Effective performers stay close to customers and consumers, viewing the organization through their eyes and going out of their way to anticipate and meet customer/consumer needs.
  • Team Management: Effective performers create and maintain functional work units, understanding the human dynamics of team formation and maintenance.
  • High Standards: Effective performers possess a high inner work standard, showing pride in their work and consistently striving to ensure work is complete within deadlines and of high quality.
  • Organization & Planning: Effective performers have strong organizing and planning skills, allowing them to be highly productive and efficient.
  • Results Orientation: Effective performers maintain appropriate focus on outcomes and accomplishments, being motivated by achievement and persisting until the goal is reached.
  • Communicativeness: Effective performers recognize the value of continuous information exchange and the competitive advantage it brings.
  • Change Mastery: Effective performers are adaptable, embracing needed change and modifying their behavior when appropriate to achieve organizational objectives.
  • Business Thinking: Effective performers see the organization as a series of integrated and interlocking business processes, understanding how their work connects with and affects other areas of the organization.
  • Relationship Building: Effective performers establish and proactively maintain a broad network of relationships, valuing these relationships and working effectively across the organization.

  • IT Manager, Customer Support – ServiceNow

    1 month ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: IT Manager, Customer Support – ServiceNowAt Integro Softwares Inc, we are seeking an experienced IT Manager to lead our Customer Support Centre function and team. The successful candidate will be responsible for ensuring that internal business customers receive exceptional customer service and develops and maintains an effective and efficient...

  • IT Manager, Customer Support – ServiceNow

    1 month ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: IT Manager, Customer Support – ServiceNowAt Integro Softwares Inc, we are seeking an experienced IT Manager to lead our Customer Support Centre function and team. The successful candidate will be responsible for ensuring that internal business customers receive exceptional customer service and develops and maintains an effective and efficient...

  • IT Manager, Customer Support – ServiceNow

    2 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryIntegro Softwares Inc is seeking an experienced IT Manager to lead our Customer Support Centre function and team. The successful candidate will be responsible for planning, leading, and managing the team to ensure exceptional customer service and develop effective and efficient support processes.Key ResponsibilitiesLead the Customer Support Centre...

  • IT Manager, Customer Support – ServiceNow

    2 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryIntegro Softwares Inc is seeking an experienced IT Manager to lead our Customer Support Centre function and team. The successful candidate will be responsible for planning, leading, and managing the team to ensure exceptional customer service and develop an effective and efficient support team.Key ResponsibilitiesLead the Customer Support Centre...

  • IT Manager, Customer Support Leader

    11 hours ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryThe Customer Support Manager leads the Customer Support Centre function and team, ensuring internal business customers receive exceptional customer service.Key Responsibilities:Develop and maintain effective and efficient support teamsImplement processes, procedures, and tools to execute objectivesManage financial resources within allocated...

  • ServiceNow ITSM Specialist

    4 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: ServiceNow ITSM SpecialistAt Integro Softwares Inc, we are seeking a highly skilled ServiceNow ITSM Specialist to join our team. As a ServiceNow ITSM Specialist, you will play a critical role in analyzing and documenting business processes and requirements, implementing changes to supported applications, and ensuring seamless service management...

  • ServiceNow ITSM Specialist

    4 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: ServiceNow ITSM SpecialistAt Integro Softwares Inc, we are seeking a highly skilled ServiceNow ITSM Specialist to join our team. As a ServiceNow ITSM Specialist, you will play a critical role in analyzing and documenting business processes and requirements, implementing changes to supported applications, and ensuring seamless service management...

  • IT Manager, Customer Support Specialist

    3 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: IT Manager, Customer SupportIntegro Softwares Inc is seeking an experienced IT Manager, Customer Support to lead our Customer Support Centre function and team. The successful candidate will be responsible for ensuring that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support...

  • IT Manager, Customer Support Specialist

    3 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: IT Manager, Customer SupportIntegro Softwares Inc is seeking an experienced IT Manager, Customer Support to lead our Customer Support Centre function and team. The successful candidate will be responsible for ensuring that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support...

  • ServiceNow ITSM Specialist

    2 months ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: ServiceNow ITSM SpecialistAt Integro Softwares Inc, we are seeking a highly skilled ServiceNow ITSM Specialist to join our team. As a key member of our IT service management team, you will be responsible for analyzing and documenting business processes and requirements, implementing changes to supported applications, and ensuring seamless service...

  • ServiceNow ITSM Specialist

    2 months ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: ServiceNow ITSM SpecialistAt Integro Softwares Inc, we are seeking a highly skilled ServiceNow ITSM Specialist to join our team. As a key member of our IT service management team, you will be responsible for analyzing and documenting business processes and requirements, implementing changes to supported applications, and ensuring seamless service...

  • ServiceNow Architect

    2 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: ServiceNow ArchitectJob Summary:We are seeking a highly skilled ServiceNow Architect to join our team at Integro Softwares Inc. The successful candidate will be responsible for designing and implementing ServiceNow solutions that meet the needs of our clients.Key Responsibilities:Develop security models for CMDB classes and attributes.Ensure that...

  • ServiceNow Architect

    1 month ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: Architect – ServiceNowJob Summary:We are seeking an experienced ServiceNow Architect to join our team at Integro Softwares Inc. The successful candidate will be responsible for designing and implementing ServiceNow solutions that meet the needs of our clients.Key Responsibilities:Develop a security model for CMDB classes and attributes.Ensure...

  • ServiceNow Architect

    1 month ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job Title: Architect – ServiceNowJob Summary:We are seeking an experienced ServiceNow Architect to join our team at Integro Softwares Inc. The successful candidate will be responsible for designing and implementing ServiceNow solutions that meet the needs of our clients.Key Responsibilities:Develop a security model for CMDB classes and attributes.Ensure...

  • Senior ServiceNow Developer

    2 weeks ago

    Victoria, British Columbia, Canada NTT DATA Full time

    We are seeking a highly skilled Senior ServiceNow Developer to join our team at NTT DATA. As a key member of our team, you will be responsible for developing, configuring, and administering complex ServiceNow projects.Key responsibilities include:Developing and configuring ServiceNow applications to meet business requirements.Collaborating with end-users to...

  • Senior ServiceNow Developer

    7 days ago

    Victoria, British Columbia, Canada NTT DATA Full time

    We are seeking an experienced Senior ServiceNow Developer to join our team in Canada.In this role, you will be responsible for developing, configuring, and administering complex ServiceNow projects.Key responsibilities include:Working with end users to derive requirements, understand their issues, and provide effective resolutions.Developing and configuring...

  • ServiceNow ITSM Specialist

    2 months ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryWe are seeking a highly skilled ServiceNow ITSM Specialist to join our team at Integro Softwares Inc. As a key member of our IT team, you will be responsible for implementing and managing ServiceNow IT Service Management (ITSM) modules to support our business operations.Key ResponsibilitiesWork closely with business units to analyze and document...

  • ServiceNow ITSM Specialist

    2 months ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryWe are seeking a highly skilled ServiceNow ITSM Specialist to join our team at Integro Softwares Inc. As a key member of our IT team, you will be responsible for implementing and managing ServiceNow IT Service Management (ITSM) modules to support our business operations.Key ResponsibilitiesWork closely with business units to analyze and document...

  • ServiceNow Architect

    2 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryWe are seeking an experienced Enterprise ServiceNow Architect to join our team at Integro Softwares Inc. The successful candidate will be responsible for developing and implementing ServiceNow solutions that meet the needs of our clients.Key ResponsibilitiesDevelop security models for CMDB classes and attributes.Ensure that the implemented system...

  • Service Desk Analyst – ServiceNow

    3 weeks ago

    Victoria, British Columbia, Canada Integro Softwares Inc Full time

    Job SummaryWe are seeking a highly skilled Service Desk Analyst to join our team at Integro Softwares Inc. The successful candidate will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide technical support and troubleshooting for clients using ServiceNowManage and resolve service...