Technical Support Manager

**Technical Support Manager (Montreal)**

As part of our continued expansion, we are looking for a Manager to join our Service Management Centre (“SMC”) Team. The SMC team are responsible for providing L1/L2 support within Continent 8 Technologies. Based in Montreal, Canada the successful individual will join a support organization currently spread across Europe & North America & Asia.

You will be responsible for hiring the initial team members for this location and will be leading the Team in providing critical network Infrastructure and managed cloud services support.

You will be one of several Managers leading Level 1&2 support staff.

An essential skill is your proven capability to hire and train new team members. In addition to building & managing the team, you will be responsible for drafting and implementing new processes in support of global 24x7 operations.

**Key Accountabilities**

**The Primary Duties of the Technical Support Manager are**:

- Help to build, expand, and manage a local team in Singapore ensuring a focus on world class support and effective management of service level agreements.
- Lead a team that performs tasks within multiple technical disciplines, encouraging a culture of learning and improvement.
- Coordinate with the wider Network and Cloud teams and align all team members as it relates to the overall support goals of the company.
- Create, implement, and document new policies and procedures.
- Monitor the progress of open support tickets initiated by customers. Ensure tickets are tracked and resolved, and customer updates are provided in a timely manner.
- Manage incident escalation point for Continent 8, leading major incidents and coordinating internal and external communication.
- Implement a continual process of optimization of support services without sacrificing quality.
- Assist the Head of Support drafting reports on a weekly, monthly, and quarterly basis that are generated to support analysis and staffing projections.

**Knowledge, Skills, Qualifications & Experience**:
**Base Qualifications**:

- At least five (5) and no more than ten (10) years of professional experience participating in the delivery of technology services support.
- Proven hiring and management experience of teams of at least five (5) professionals.
- Proven experience in the management or development of mentorship programs designed to promote career advancement.
- Work experience in a global organization delivering services in a continuous 24/7/365 follow the sun support model.

**Technical Skills / Training**:

- A recognized leader with demonstrable experience of supervising teams and individuals.
- Management of technical personnel and stakeholders in a corporate environment.
- Experience with some or all of Global Networks/Datacenter/Cloud in a support function
- ITIL Certification - Foundation level or above would be advantageous.
- Knowledge of ISO 27001 & 20000 Certifications is highly desirable.
- Excellent communication skills, both verbal and written. Comfortable managing expectations of staff, management & customers.
- Ability to influence others and move toward a common vision or goal.
- Invested in the learning and development of others with proven mentoring experience.
- Experience with large-scale organizational change effort.
- Strong analytical skills, logical and structured in approach.
- Demonstrate great ownership and determination in resolving complex issues while providing leadership.
- Educated to Degree Level, ideally in an IT or related discipline or relevant equivalent experience. Up to date professional certifications and relevant training.

**Skills and Personal Requirements**:
**Leadership**
- Has vision - can explain where Continent 8 is going to staff and why.
- Associates vision & goals to Team objectives & deliverables.
- Projects a positive image of the Company, even through difficult times.

**Performance**
- Ability to instill a performance culture and provide clear expectations of individuals.
- Sets appropriate standards; ensures that employees take ownership of their work and are held accountable.
- Instill a high quality and a continuous improvement focus in employees.
- Makes processes and tasks more efficient.

**Communication**
- Feed information back to senior management from the team.
- Listen to employees’ concerns and keeps them informed.
- Connect and update employees with information relating to Continent 8 and its success; consistently communicates to employees that their work matters, and that each role has an impact.
- Coach
- Clarifies performance.
- Provides ongoing fair, constructive and accurate feedback.
- Regularly makes use of “coachable moments” to provide feedback for development.
- Recognizes contributions and rewards employees.

**Recruiter and Builder of Talent**
- Brings the best talent on board for Continent 8.
- Develops employees in a credible way, while acting to address any poor performance or inappropriate behavi