Technical Services Manager

**Company Description**:
We are an independently held full-service technology, sales, and creative design company headquartered in Chilliwack, British Columbia, Canada. We are a small team that works together collectively, harnessing the energy of designers, programmers, technologists, and thinkers to bring innovative solutions to our customers. We take pride in being recognized as one of the top 10 enterprise security services providers in Canada, delivering reliable and cutting-edge solutions to safeguard our customers' critical assets.

**Is this you?**

An operations professional with tech hands-on experience and a passion for improving operational workflow and making decisions based on data. A self-starter who works well individually or with a team to ensure the job gets done.

**What would you do?**

As the Technical Services Manager, you will help support the daily operations of our company. The Technical Services Manager will manage our technical support agents, be the face of the service organizations, and ensure customer issues are resolved quickly across the organization. This also includes getting your hands dirty and jumping to help when needed. As the leader of technical support, you must be technical and can absorb new technologies, train other team members, and lead our ITIL/ITSM strategy.

**What are the details?**

**Primary Responsibilities**:

- Facilitates and oversees the technical support and helpdesk roles, ensuring practical and helpful support is provided to end users.
- Work with other departments to develop documentation standards for internal and customer-dedicated workloads.
- Drafting and mailing customer correspondence due to scheduled maintenance and or outages.
- Analyze and improve organizational processes and workflow.
- Establishes procedures to document and consistently communicate the status of work to senior leadership.
- Lead the development, implementation, and tracking of departmental goals and strategies.
- Maintains knowledge base of trends and developments with Myriad support tools or 3rd party vendor systems, developing and nurturing our knowledge base platform.
- This position will oversee a team of technical support employees working to support customers.
- The Technical Support manager will need to have mastered the essential technical functions of Level I, II and III systems and tools to assist in any escalations and troubleshooting.
- The Manager will be responsible for metrics, cross-training, and improvements to the customer experience and ensure excellence in overseeing the technical support day-to-day activities.
- Define, track and report delivery commitments, management of incidents owned by the team, and be the Point of Contact (POC) on High/Urgent tickets bridges and initial escalation points to coordinate the right platform/technical resources needed.
- Ensure customer issues are escalated to the Level III teams in the organization when appropriate and work with other key leaders to ensure problems are resolved within our SLA requirements.
- Audit calls and tickets to ensure they are clearly documented and properly tracked
- Be available for on-call support for Crisis Management and/or escalations.
- Monitor, evaluate, and improve the overall support process, including unresolved open cases, abandon rates, escalation to other teams, phone skills, and customer escalations.
- Ensure appropriate personnel, business policies, objectives, and procedures are in place within the organization to drive excellence in Technical Support, impact product reliability, and facilitate revenue.
- Define KPIs and operational annual goals.

**What do you know?**

Technical Knowledge and Experience:

- Hands-on experience with Networking, Windows/Azure environment/systems, Backups, and Disaster Recovery tools.
- ITSM/ITIL Background/Certification is a must.
- Ticket System experience, preferably Zoho.
- 5+ years’ experience working within a service desk organization.
- Some level of technical certifications, past, present or current.

General Knowledge and Experience:

- Attention to detail.
- Verbal and written communication skills.
- A firm grasp of IT infrastructure and operations best practices.
- Strong critical thinking and decision-making skills.
- Process and procedure development.
- Scheduling and coordination experience.
- Time management and ability to multi-task.
- Experience working in a team environment and ability to adapt to a fast-changing environment.

Salary will be based on experience and Level of knowledge.

To apply, please submit your resume and cover letter highlighting your relevant experience and qualifications.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Commission pay
- Retention bonus

**Ed