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Support Services Manager
3 weeks ago
WBM is looking for a talented individual to join our Data & Security Team. The D&S team works directly with our clients to design, implement and support mission critical and transformational IT solutions. We believe in providing the highest level of customer satisfaction by understanding our client’s needs and driving their success.
The Support Services Manager position is responsible for the service, support and delivery of technical solutions to our Managed Services client base. The responsibilities include overseeing critical service incidents and requests, and managing a team of multiple tech’s. You will also be responsible for meetings with clients over issues of service delivery and delivery of regular reports on service metrics. This leadership position requires collaboration, team work, and mentorship with other team members as we work together to identify, escalate, and resolve client issues. The ability to liaise with client executives and provide them with timely, focused, and valuable reporting and information is critical. The ideal applicant will be highly motivated, have a strong background in team leadership as well as several technical competencies, along with a commitment to learning and a desire to develop and maintain strong relationships with our clients and the WBM team.
The successful applicant must be proficient at managing simultaneous assignments of varying scope and priority while ensuring clear communications and high client satisfaction.
**Key Qualifications**:
- 8+ years experience in IT Service Delivery and Infrastructure Management
- 2+ years of previous Team Leadership or Management Experience
- Mentorship and Leadership skills
- Worked For an MSP or Similar high volume multiple client environment
- Ability to motivate a team to maintain excellent service standards and high morale
- Maintaining and being Accountable to Weekly Metrics
- Experience and understanding of O365, Active Directory, Microsoft Exchange and Microsoft Server Operating Systems
- Experience with virtualization technologies such as AHV, VMware, Hyper-V
- Experience and understanding of enterprise networking
- Applicable Certifications preferred
- Excellent problem-management skills
- Communication and Project Coordination or Management skills
- Proven history of excellence in customer service
- Knowledge of ITIL an asset
- Experience using Auvik, ConnectWise Manage, ConnectWise Automate and IT Glue are assets
The opportunity to succeed is exceptional and the opportunities to advance will be in multiple areas.
**Additional Details**:
WBM will offer you a competitive income and benefits package with opportunities for career growth and advancement. At WBM, we understand that the benefits we provide must go beyond caring for your health they must also provide for your financial well-being. That’s why in addition to medical, dental, and disability coverage, we also provide you with an attractive group RRSP. WBM is committed to meaningful community engagement across Western Canada. As a member of our team, you will have opportunities to get involved and contribute to our community work, which is some of the work we are most proud of
Only applicants selected for an interview will be contacted. We sincerely thank all applicants for their interest in WBM.
**_ Join our team, and write your own story._
