Manager, Technical Systems and Deployments

6 days ago

Waterloo, Canada eSentire Full time

The Manager, Technical Services and Deployments is responsible for the delivery of technical onboarding services including the ongoing support and resolution of escalated client issues related to the delivery of eSentire products and services.

**Responsibilities**:

- Oversee client technical onboarding for eSentire products and services during the deployment phase and manage the escalation and resolution of day-to-day client issues.
- Develop processes and procedures to ensure consistent, timely resolution of work items.
- Work with stakeholders to develop or refine operational support models for the delivery of new or existing production services.
- Work directly with various third parties to ensure seamless delivery of eSentire services.
- Develop and maintain documentation related to processes and procedures.
- Develop KPIs and metrics to track and measure delivery and quality of support services.
- Responsible for the hiring, coaching, training, and ongoing career management of staff.
- Work with product and engineering teams for the resolution of day-to-day issues and to intake and support new products and services.

**Requirements**:

- 4+ years of leadership in a technical role
- Ability to identify and define operational requirements for the delivery of support services.
- Commitment to ensuring the delivery an exceptional customer experience.
- Understanding of best practices and industry trends in the delivery of technical support services.
- Excellent written and verbal communication skills including the ability to articulate technical topics in non-technical terms.
- Demonstrated attention to detail combined with a strategic approach to ensure services are delivered in accordance with eSentire standards.
- Ability to work in a fast-paced environment and manage multiple priorities.
- A continuous improvement mindset and collaborative style.

Why a Career with eSentire?

**Our Culture**: At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives

**Growth Opportunities**: At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become a part of our team. With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.

**Employee Perks**: Every day we provide breakfast, snacks and refreshments (at our Waterloo office), flexible working hours, half day off birthdays, subsidies for continuing education and health & wellness, and attractive compensation and benefits plans. We make it our obligation to the team to stay current with compensation trends in the tech field
We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

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