Support Desk Manager

5 days ago

Edmonton, Canada Computronix Full time

About Computronix

Our low turnover rate, challenging work, great client relationships, and team environment create a high morale environment with lots of opportunities to innovate, grow in your career and never get bored

As a member of the Computronix team, you will work in a highly dynamic, energetic, fast-changing, and fluid work environment. You will help provide outstanding customer support by managing the support desk functions for external clients and internal teams.

In this role, you will...
- Ensure timely triage and responses to tier 2-4 level support questions, issues, and incidents from both internal staff and external clients.
- Work with Key internal stakeholders to include Client Services Directors, Account Managers, Project Managers, Technical Leads, Product Managers, and IT Services lead.
- Analyze and report on support desk activity, performance metrics, and customer satisfaction.
- Build and maintain:

- Knowledge of products Computronix provides to clients, and how they are used.
- Knowledge of processes Computronix uses to support products for clients.
- a catalog of standard service requests.
- Ensure the corporate knowledge base continues to grow and stays up to date.
- Recommend product enhancements, features, and patches to reduce support burden.

You are perfect for this role, if you...
- Possess strong problem-solving and analytical skills.
- Possess time management, prioritization, negotiation, and incident management skills.
- Proactively build and maintain trust with clients through excellent verbal and written communication.
- Facilitate effective meetings with staff and clients including root cause analysis and decision making.
- Are a detail-oriented person and able to keep everything moving efficiently and effectively.
- Manage the work to SLAs and support procedures and protocols.
- Operate with transparency, demonstrating accountability for the work of the team and decisions made.
- Escalate sensitive communications as appropriate and at times, have difficult conversations with maturity and empathy.

Requirements for this role include:

- Bachelor’s degree or equivalent, preferably with a focus on IT and/or Management
- 7+ years Management experience in the function of a Technical Support Desk, managing large volumes of requests, dashboards, clients, and processes.

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