Manager, Technical Support Services

You might not know our name, but you know where we are. That’s because Compass Group Canada is part of a global foodservice and support services company that’s the 6th largest employer in the world, with 625,000 employees.

You’ll find us in schools, colleges, hospitals, office buildings, senior living communities, tourist attractions, sports venues, remote camps and military installations and more. We’re in all major cities, at remote work sites and everywhere in between - doing business in Canada and 50+ other countries where you can learn and grow. Join us now and point your career forward

**Job Summary**:
Now, if you were to come on board as one of our** Manager, Technical Support, **we’d ask you to do the following for us:

- Oversee operational support of end user support services.
- Manage staff handling daily technical support requests.
- Complete staffing models to identify staffing needs to support expected volumes and seasonal variations.
- Ensure that requests and tickets are being addressed and handled in alignment with established service level requirements.
- Manage project delivery to meet defined business needs on time and within defined budgetary constraints.
- Establish highly functional partnerships with business partners to identify and meet business support needs.
- Analyze support data and metrics to identify trends to staff support services to meet the needs of business users.
- Analyze ticket data and support metrics to identify trends to partner with Compass Technology teams to recommend proactive service improvements.
- Work with Compass Technology managers to identify and prepare for projects that will impact users and create potential support needs.
- Develop and train staff on proper troubleshooting methods, customer service and to ensure technical competency.
- Prepare daily, weekly, monthly incident reports for management and business and contribute to preparation and management of department budget.
- Oversee the staff setup, testing, maintenance, asset management, operation, and tear down of audiovisual (AV) and videoconference (VTC) equipment; (e.g., video data projection systems, computers, audio
- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems).
- Participate in setting and ensure that members of the team understand Team Goals, Strategies and Priorities, Departmental goals, strategies and priorities.
- Demonstrate ability and willingness to share ideas with Associates, peers and management.
- Embrace a coaching culture, provide feedback to Associates, peers and management.
- Serve as a mentor to provide coaching and technical guidance to Team.
- Break Team goals into manageable plans and assign activities to team members with defined timelines.
- Provide leadership/guidance to ensure completion of assigned activities within defined timelines.
- Demonstrate a positive attitude and set an example for colleagues and Team.

Think you have what it takes to be our **Manager,** **Technical Support **? We’re committed to hiring the best talent for the role. Here’s how we’ll know you are the best fit:

- Managing a Service Desk and/or desktop support technicians.
- Print management operations and troubleshooting preferred.
- 3-5 Years audiovisual technology management experience and presentation technologies experience.
- Basic technical understanding of related communications technologies (i.e. IT, data networking, telecommunications, communications cabling, etc.)
- Bachelor’s degree in computer science or combination of education and experience.
- ITIL certification highly desired.
- HDI Certified Desktop Support Manager (DSM) preferred
- Microsoft Certified Desktop Support Technician (MCDST) preferred.
- HDI Certified Support Center Manager (SCM) preferred.
- Apple Certified Support Professional (ACSP) preferred.
- Project Management experience preferred.