IT Support Manager

4 weeks ago


Ottawa, Ontario, Canada Safariland Group Full time
Job Title: IT Application Support Manager

Under the supervision of the IT Services Manager, this position will coordinate the efficient and effective operations of OneIT support, including work direction and supervision of technicians as well as coordination with other IT teams as needed.

Key Responsibilities:
  • Plan, organize, and direct the work of support staff; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary.
  • Document, track, and report on software and hardware malfunctions; enter detailed solutions of common problems in the solutions database.
  • Train help desk staff on areas of responsibility, new technology, and support procedures. Ensure staff provides consistent, high-quality, and professional service, including communication and telephone skills.
  • Monitor help desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.
  • Provide management reports on IT operations and issues, including recommendations for areas of service or technology improvements.
Requirements:
  • Bachelor (4-year) degree or work experience equivalent.
  • Minimum five (5) years of experience in computer support/technical support, including PC hardware, software and peripheral implementation.
  • Demonstrated progressive experience in the supervision of a technical support team.
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
  • Solid relationship management and performance management skills.
  • Exceptional customer service orientation.
  • Skilled in Microsoft windows desktop operating systems, Office professional software, e-mail Exchange/Outlook.
  • Ability to identify priorities and manage multiple tasks at one time.


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