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IT Manager

2 months ago

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

At Integro Softwares Inc, we are seeking an experienced IT Manager to lead our Customer Support team. The successful candidate will be responsible for planning, leading, and managing the Customer Support Centre function and team.

Key Responsibilities:
  • Lead the Customer Support team to ensure exceptional customer service and develop and maintain an effective and efficient support team.
  • Develop and implement processes, procedures, and tools to execute on objectives and improve service level performance.
  • Collaborate with IT teams to develop, implement, and maintain service level agreements (SLAs) and report on end-to-end service delivery performance.
  • Manage and lead a team of Tier 1 technicians to provide exceptional customer service and manage a dedicated ServiceNow support team.
  • Develop, implement, monitor, and maintain key support service processes, including request management, problem management, and incident management.
  • 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.
  • A 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 anticipating their 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, striving to ensure work is complete within deadlines and of high quality.
  • Organization & Planning: Effective performers have strong organizing and planning skills, managing their time wisely and prioritizing multiple competing tasks.
  • Results Orientation: Effective performers maintain focus on outcomes and accomplishments, persisting until goals are reached.
  • Communicativeness: Effective performers recognize the value of continuous information exchange, actively seeking information and disseminating it in various ways.
  • Change Mastery: Effective performers are adaptable, embracing needed change and modifying their behavior 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.
  • Relationship Building: Effective performers establish and maintain a broad network of relationships, valuing these relationships and working effectively across the organization.