Support Team Lead/Project Manager

2 weeks ago

Québec, Quebec, Canada PG Solutions Inc. Full time

Job Description:

We are seeking a Support Team Lead/Project Manager to join our team at PG Solutions Inc. The successful candidate will be responsible for leading our support team and managing projects related to our ERP software dedicated to law professionals.

Responsibilities:

  • Lead and manage the support team to ensure timely and effective resolution of customer issues.
  • Drive insightful metrics to monitor team performance and identify areas for improvement.
  • Develop and maintain a comprehensive knowledge base and help center to support customers.
  • Build and maintain strong relationships with customers to ensure high engagement and satisfaction levels.
  • Oversee the implementation process for new clients, ensuring a smooth transition and successful onboarding.
  • Facilitate the cycle of change management within the support team and among customers, ensuring that changes are effectively communicated and implemented.

Qualifications:

  • Previous experience in a support team leadership role.
  • Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.
  • Excellent communication and interpersonal skills.
  • Experience working with ERP software and/or in the legal industry preferred.
  • Familiarity with change management principles and experience guiding teams and clients through the change process.

Primary Functions:

  • Serve as first stop for any support related questions from the support team
  • Coordinate and run the weekly support team meetings and support team workflow
  • Accountable for the adherence of assigned support analysts to the support center metrics
  • Conduct bi-weekly 1 on 1 meetings with assigned support analysts
  • Provide performance review input for assigned support analysts
  • Coordinate and develop application cross-training for support analysts
  • Ownership of all assigned client cases through resolution
  • Proactive client communications to ensure client satisfaction
  • Liaison between client and all functional departments
  • Verification and troubleshooting of client reported information
  • Replication and documentation of software defects
  • Research and develop creative solutions to customer reported issues
  • Provide application expertise and technical issue resolution via phone, email or electronic ticket system
  • Maintain on-going knowledge of applications and client environment
  • Participate in status calls with Client and company representatives, as needed
  • Provides feedback on training materials and needs of the team
  • Effectively multitask and manage priorities
  • Completes other projects and duties as assigned

Competencies:

  • Action Oriented
  • Approachability
  • Customer Focus
  • Managerial Courage
  • Patience
  • Peer Relationships
  • Time Management
  • Bilingualism (EN/FR)
  • Strong communication skills

*Anglais et français car nous avons des clients dans le reste du Canada et aux États-Unis*.

*Seul les candidats retenus seront contactés*.

Harris souscrit à un programme d'accès à l'égalité en emploi et les candidatures des membres des groupes visés à savoir les femmes, les personnes handicapées, les personnes autochtones et les minorités visibles sont encouragées à soumettre leur candidature. Si vous êtes une personne handicapée, vous pouvez recevoir, sur demande, de l'assistance pour le processus de présélection et de sélection.

L'équipe de recrutement de talents de Harris n'a pas recours aux messages texte pour entrer en communication avec les candidats ou solliciter des informations confidentielles. Nous encourageons tous les candidats à postuler sur des postes publiés. Ils seront contactés soit par un gestionnaire de Harris, soit par un membre de l'équipe de recrutement de talents pour un entretien, dès lors que les critères requis sont satisfaits.

*English and French as we have customers in the rest of Canada and the United States*.

*Only successful candidates will be contacted*.

Harris is an Equal Opportunity Employer and members of the following targeted groups are encouraged to apply women, persons with disabilities, aboriginal peoples and visible minorities. If you are a person with a disability, assistance with the screening and selection process is available on request.

The Harris Talent Acquisition team does not use text messages to contact candidates or solicit confidential information. We encourage all candidates to apply for advertised positions. They will be contacted either by a Harris manager or by a member of the Talent Acquisition team for an interview once the required criteria have been met.

  • Support Team Lead Project Manager

    2 days ago

    Québec, Quebec, Canada PG Solutions Inc. Full time

    Job Description:We are seeking an experienced and skilled individual to fill the role of Support Team Lead / Project Manager at PG Solutions Inc.Overview:As a key member of our team, you will be responsible for leading our support team and managing projects related to our ERP software dedicated to law professionals.The successful candidate will have previous...

  • Support Team Lead/Project Manager

    2 weeks ago

    Québec, Quebec, Canada PG Solutions Inc. Full time

    DescriptionWe are seeking a Support Team Lead/Project Manager to join our team at PG Solutions Inc. This dynamic individual will lead our support team and manage projects related to our ERP software dedicated to law professionals.Key Responsibilities:Lead and manage the support team to ensure timely and effective resolution of customer issues.Drive...

  • Support Team Lead/Project Manager

    4 weeks ago

    Québec, Quebec, Canada PG Solutions Inc. Full time

    Job Description:We are seeking a highly skilled and experienced Support Team Lead/Project Manager to join our team at PG Solutions Inc. The successful candidate will be responsible for leading our support team and managing projects related to our ERP software dedicated to law professionals.Key Responsibilities:Lead and manage the support team to ensure...

  • Senior Project Manager

    4 days ago

    Québec, Quebec, Canada PG Solutions Inc. Full time

    PG Solutions Inc. is seeking an experienced Senior Project Manager to lead our ERP support team in North America.About the RoleThis is a senior-level position that requires strong leadership skills, excellent communication and interpersonal abilities, and experience managing ERP software projects. As a Senior Project Manager, you will be responsible for...

  • Project Manager

    4 weeks ago

    Québec, Quebec, Canada Diabsolut Full time

    Project Manager - IT Implementation LeadWe are seeking an experienced Project Manager to lead IT implementation projects at Diabsolut. As a key player in our Professional Services team, you will be responsible for providing consulting, subject matter expertise, and maintaining client relationships. Your role will involve project monitoring, scoping,...

  • Project Manager

    3 weeks ago

    Québec, Quebec, Canada Diabsolut Full time

    Project Manager OpportunityWe are seeking a highly skilled Project Manager to lead our IT implementation projects at Diabsolut. As a key player in our Professional Services team, you will be responsible for providing consulting services, being a subject matter expert, and maintaining and growing client relationships.Key Responsibilities:Lead the project...

  • Project Management Lead

    6 days ago

    Québec, Quebec, Canada Big Fish Games Full time

    About Big Fish GamesBuilding on a 20-year legacy as a leader in the biggest gaming categories, we're innovating and developing new products within the casual space. As a Technical Project Manager at Big Fish, you'll help drive the planning and execution of projects and initiatives, managing workflows and communicating issues and status.The OpportunityWe're...

  • Manager, CIAM Project Support Lead

    4 weeks ago

    Québec, Quebec, Canada EightSix Network Full time

    Job DescriptionA career as Manager, CIAM Project Support at EightSix Network means having a positive impact on our organization, by optimizing the use of Customer Identity & Access Management (CIAM) services in the company's business and IT strategy. Your job involves supervising a team of multidisciplinary analysts to guide them in implementing best...

  • Technical Project Manager

    2 days ago

    Québec, Quebec, Canada Big Fish Games Full time

    Lead Technical Project Management Role at Big Fish GamesWe are seeking a seasoned Technical Project Manager to lead our project management initiatives, overseeing the planning, execution, and delivery of projects across various teams. This is an exceptional opportunity for a results-driven professional with strong technical expertise and excellent...

  • Construction Project Manager Lead

    7 days ago

    Québec, Quebec, Canada TechnoGénie Inc. Full time

    About the RoleWe are seeking an experienced Construction Project Manager Lead to join our team at TechnoGénie Inc. The successful candidate will be responsible for overseeing multiple construction projects from start to finish, ensuring they are completed on time, within budget, and to the required quality standards.Key ResponsibilitiesManage and coordinate...

  • HVAC Project Manager

    4 weeks ago

    Québec, Quebec, Canada Le Groupe Master Full time

    Job Summary:The HVAC Project Manager will be responsible for bidding on assigned projects and supporting the project management team once projects are sold. This role requires strong technical knowledge and excellent communication skills to provide customer support and assistance to other team members.Key Responsibilities:Analyze plans, specifications, and...

  • Project Manager

    2 days ago

    Québec, Quebec, Canada Colliers Full time

    Job OverviewWe are seeking an experienced Project Manager to lead our telecom infrastructure projects. As a key member of our team, you will be responsible for delivering high-quality results and exceeding client expectations.About the RoleThis is a challenging opportunity for a seasoned project leader with a passion for delivering complex telecom...

  • Project Manager

    4 weeks ago

    Québec, Quebec, Canada Diabsolut Full time

    Project Manager Job DescriptionWe are seeking a highly skilled Project Manager to join our team at Diabsolut. As a Project Manager, you will be responsible for leading multiple IT implementation projects simultaneously, providing consulting services, and maintaining and growing client relationships.Key Responsibilities:Lead the project lifecycle from...

  • HVAC Project Manager

    3 weeks ago

    Québec, Quebec, Canada Le Groupe Master Full time

    Job Summary:The HVAC Project Manager will be responsible for bidding on assigned projects and supporting the project management team once projects are sold. This role requires strong analytical and technical skills, as well as excellent communication and customer service skills.Key Responsibilities:Analyze plans, specifications, and bid invitations to ensure...

  • HVAC Project Manager

    4 weeks ago

    Québec, Quebec, Canada Le Groupe Master Full time

    Job SummaryThe HVAC Project Manager will be responsible for bidding on assigned projects and supporting the project management team once projects are sold. This role requires strong analytical and technical skills, as well as excellent communication and customer service skills.Key ResponsibilitiesAnalyze plans, specifications, and bid invitations to ensure...

  • IT Project Delivery Lead

    2 days ago

    Québec, Quebec, Canada Diabsolut Full time

    About the RoleWe are seeking an experienced IT Project Delivery Lead to join our Professional Services team at Diabsolut. As a key member of our team, you will be responsible for leading multiple IT implementation projects simultaneously, providing consulting services, and maintaining strong relationships with clients.Job DescriptionThe successful candidate...

  • Digital Insurance Project Manager

    4 weeks ago

    Québec, Quebec, Canada CoverGo Full time

    About the RoleWe are seeking a highly skilled Digital Insurance Project Manager to join our team at CoverGo. As a key member of our operations team, you will be responsible for overseeing and managing the implementation of new and existing projects within our organization.Your core responsibility will be to engage and manage relationships with clients and...

  • Senior Project Management Office Lead

    4 weeks ago

    Québec, Quebec, Canada Medavie Blue Cross Full time

    Job Title: CPMO LeadMedavie Blue Cross is seeking a highly skilled CPMO Lead to join our team. As a national health solutions partner, we are committed to improving the wellbeing of Canadians through innovative digital health solutions.About the Role:The CPMO Lead will be responsible for leading a team of senior project managers in the delivery of a diverse...

  • Project Manager

    4 weeks ago

    Québec, Quebec, Canada Colliers Full time

    About the RoleWe are seeking a highly skilled Project Manager to join our team at Colliers Project Leaders. As a Project Manager, you will be responsible for leading projects and programs from initiation to delivery, ensuring that they are completed on time, within budget, and to the required quality standards.Key ResponsibilitiesDevelop and maintain strong...

  • Industrial Project Manager

    6 days ago

    Québec, Quebec, Canada EightSix Network Full time

    Company OverviewWe are EightSix Network, a specialist in temporary and permanent recruitment for the engineering and manufacturing professions. Our team is committed to supporting you throughout your job search and at every stage of your career.Job SummaryWe are currently recruiting an Industrial Project Manager for one of our clients, a manufacturing...