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Support Center Team Leader

3 months ago

Charlottetown, Prince Edward Island, Canada CB Canada Full time

Position Overview:

The Technical Support Operations Supervisor oversees the daily functions of a team of Support Center Analysts. This role requires acting as a subject matter expert for designated clients while providing assistance to Analysts as necessary. The primary objectives include fostering professional development, enhancing client relationships, and driving continuous improvement within the team.

Key Responsibilities:

  • Guide, mentor, and develop a team of analysts in alignment with company values and client-specific needs.
  • Collaborate with the Support Center leadership team to manage a complex 24/7 operation through various communication channels.
  • Offer expertise and support to Analysts to ensure the fulfillment of resolutions and contractual obligations.
  • Engage with client contacts for knowledge sharing and to address unresolved issues.
  • Contribute to the creation and delivery of regular client reports and presentations.
  • Develop and maintain technical and procedural documentation to support client and analyst activities.
  • Adapt to a dynamic role by taking on additional responsibilities as needed to ensure team success.

Required Qualifications:

  • Understanding of coaching and team management; a minimum of 2 years in a leadership position is preferred.
  • Ability to work with diverse groups to set objectives, prioritize tasks, and resolve complex issues.
  • Exhibit a sense of urgency in managing time-sensitive priorities while meeting service level agreements.
  • Demonstrate professionalism and strong communication skills, both written and verbal.
  • Attention to detail and the capability to multitask while engaging with customers and performing technical tasks.
  • Strong analytical and problem-solving skills; a solid grasp of software, hardware, and basic networking concepts.
  • Ability to enhance the customer experience for end-users and implement strategies for ongoing improvement.
  • Proficient in Microsoft Office, especially Excel and PowerPoint.
  • Willingness to work various shifts, including holidays and weekends.

Education and Experience:

  • A degree in an IT-related field or equivalent experience in a Technical Support or Help Desk environment.
  • At least two years of supervisory experience in a contact center or technical support setting.
  • ITIL Certification is advantageous.
  • Experience with Service Now is a plus.

Work Environment:

This position offers a professional yet enjoyable work atmosphere, with a focus on employee satisfaction and development. The company provides comprehensive benefits, including:

  • Fully covered health benefits (single or family).
  • Retirement savings plan with matching contributions.
  • Technology purchase program for personal use.
  • Paid educational and certification opportunities to enhance professional skills.

Schedule:

  • 8-hour shifts, primarily during the day.
  • Availability for weekends may be required.

Note: This position requires on-site presence a minimum of three days per week.