Enterprise Account Manager

About Us

Broadband Communications North (BCN) is a not-for-profit Indigenous organization based in Winnipeg, Manitoba. Since 2002, BCN has been delivering high-speed broadband to rural, northern, and remote communities across the province. Today, we operate one of Canada's largest Indigenous community networks, spanning over 1,000 km and serving more than 62 communities.

We provide vital connectivity services that support health care, education, justice, governance, and economic development. Our team is committed to empowering Indigenous communities through reliable internet access, technical training, and local employment opportunities. BCN utilizes satellite, fixed wireless, and fiber optic technologies to serve residential, business, enterprise, and wholesale clients.

As an organization working closely with Indigenous communities, we encourage applications from First Nations, Métis, and Inuit peoples, and may prioritize Indigenous candidates in accordance with applicable employment equity legislation.

Position Summary

The Enterprise Account Manager (EAM) oversees Help Desk operations and serves as the primary liaison between BCN's technical teams and a designated enterprise client.

This position is responsible for ensuring that all services, reporting, and technical support activities meet contractual obligations and performance standards. The EAM provides leadership, coordination, and oversight for the Help Desk team—composed of Tier 2 and Tier 3 Technicians—who are dedicated to supporting that client.

The EAM manages ticket workflows, reporting, and client communications while also overseeing and coordinating all related technical projects to ensure deliverables are completed on time and within scope. The ideal candidate combines operational and technical expertise with strong communication, organization, and client management skills.

Cultural awareness, respect, and sensitivity are essential to effectively support First Nations clients and work within community-based contexts.

Key Responsibilities

Operational Oversight

• Manage the day-to-day operations of the Help Desk, ensuring effective coordination of staff, workload distribution, and service quality.
• Supervise and support Help Desk Technicians, including Tier 2 and Tier 3 staff dedicated to the client.
• Monitor ticket queues to ensure timely completion, escalation, and follow-up of all service requests.
• Oversee logistics for onsite visits, equipment replacements, and project coordination.
• Ensure consistent Help Desk coverage during business hours and designate backup support when unavailable.
• Coordinate service expense approvals with the client, maintain project budgets, and work with BCN's finance team to ensure accurate and timely invoicing.

Client Relations & Reporting

• Serve as the primary point of contact for the designated enterprise client.
• Maintain strong relationships with client stakeholders to ensure satisfaction, transparency, and alignment with service objectives.
• Conduct regular client meetings to review service performance, upcoming initiatives, and outstanding action items.
• Record meeting minutes, track follow-up actions, and ensure accountability across teams.
• Track, analyze, and report on service levels, outstanding issues, and operational trends.
• Prepare and deliver detailed operational and performance reports, including:
• Bi-monthly activity reports summarizing Help Desk performance metrics.
• Annual year-end reports summarizing Help Desk operations and outcomes for the contract period.

Project Management & Quality Assurance

• Lead and coordinate all technical projects for the client, ensuring scope, schedule, and deliverables are met.
• Manage project budgets, monitor costs, and report variances to BCN leadership and the client.
• Identify opportunities to enhance service quality, efficiency, and client experience.
• Ensure compliance with safety, security, and data privacy standards across all Help Desk and project activities.

Qualifications & Experience

Education:

• Post-secondary diploma or certificate in Business Administration, Information Technology, Project Management, or a related field.
• An equivalent combination of education, technical training, and relevant work experience will also be considered.

Experience:

• 2–3 years of experience in IT service delivery, client account management, or technical operations.
• Experience coordinating or supervising technical staff, projects, or help desk functions is an asset.
• Familiarity with IT service management principles (e.g., ITIL) or enterprise support environments preferred.
• Experience working with Indigenous organizations, community-led initiatives, or within the not-for-profit sector is considered an asset.

Core Competencies

• Strong leadership and team coordination abilities.
• Excellent verbal and written communication skills.
• Organized, detail-oriented, and capable of managing multiple priorities.
• Problem-solving mindset with a proactive approach to challenges.
• Able to work independently while fostering teamwork and collaboration.
• Client-focused with a commitment to service excellence.
• Culturally aware and respectful when engaging with Indigenous communities and partners.

Work Conditions

• Standard office hours, Monday to Friday, with flexibility for meetings or travel as required.
• Must be available by phone and email during business hours.
• Occasional travel to client sites and northern communities.
• Ability to sit or stand for extended periods and manage basic office and travel logistics.

Job Type:

Full-time, Fixed-term Contract (extendable upon contract renewal)

Contract Length:

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care

Schedule:

• 8-hour shift, Monday to Friday

Work Location:

In person (Winnipeg-based, with travel to client or community sites)

Job Types: Full-time, Fixed term contract

Contract length: 6 months

Pay: $30.00-$38.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Wellness program

Experience:

• IT service delivery: 2 years (preferred)
• Client account management: 2 years (preferred)
• Technical operations: 2 years (preferred)

Licence/Certification:

• Class 5 Licence (required)
• ITIL 4 Foundation (required)

Willingness to travel:

• 25% (preferred)

Work Location: In person