IT Service Manager

1 week ago

Concord, Canada Haycor Computer Solutions Inc. Full time

**IT Service Manager Job Description**

This role will lead and motivate a team of support staff to deliver excellent technical/non-technical support with outstanding client service, satisfaction, and timeliness. This position has frequent contact with clients, team members, peers, and vendors. The Service Manager will participate in the ongoing management of service-level compliance, resolution of daily issues, and enforcing compliance within established company standards and policies pertaining to Service Ticket handling. The Service Manager is also responsible for performing QA checks, identifying trends, and making recommendations on how we can consistently improve the quality of service and response times to our clients. This position will report directly to the president and will be responsible for the overall client experience and satisfaction of the interactions with the Service Desk.

**Experience required**
- Minimum 8 years' experience in IT
- Minimum 4 years’ team management experience
- Minimum 2 years’ management or supervisory experience at Managed Service Provider or other outsourced IT firm
- Bachelor’s degree or equivalent experience

**Skills required**
- Lead a team through coaching and development
- Great verbal and written communication skills
- Ability to remain calm under pressure
- Monitor and make decisions based on KPIs and metrics
- Correct performance issues with respect and compassion
- Write, update, and follow Process
- Provide timely and constructive feedback
- Ability to overcome difficulties and obtain results under tight deadlines
- Train, coach, and mentor support staff and ensure appropriate training initiatives for new and existing staff
- Interviewing skills

**Requirements**:

- Proven experience in a dealership or automotive repair environment is preferred.
- Strong mechanical knowledge with hands-on experience in automotive repair.
- Excellent customer service skills with a focus on building long-term relationships.
- Ability to upsell services effectively while maintaining customer trust.
- Experience with cash handling procedures and financial transactions.
- Strong leadership skills with the ability to motivate and manage a team effectively.
- Excellent communication skills, both verbal and written, to interact with customers and staff.
- A valid driver's license is required; additional certifications in automotive repair are a plus.

**Benefits**
- Health, Dental, Vision

**Compensation**

Salary Range $95,000 - $105,000

Join our team as a Service Manager where your expertise will contribute to our commitment to quality service and customer satisfaction.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- On call

**Experience**:

- IT support: 8 years (required)
- Team Management: 4 years (required)
- Managed Service: 2 years (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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