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Service Manager – IT Managed Services

Benjamin Douglas

This is a Full-time position in Toronto, ON posted October 21, 2020.

Job Title Service Manager
– IT Managed Services Location Toronto, Ontario CA Job Type PermanentFull-Time Benefits Job Description As Service Manager, you will be responsible for all aspects of the Service Desk, to include oversight and high-level technical assistance and oversight to the Service Desk team whilst ensuring all client support standards are met.

Functions Manage the service desk teamrsquos daily activities, workload and ticket queue Function as single point of contact for root cause and resolution for escalated issues Manage the dispatch process of service requests Manage projects and migrations for customers Manage Delivery lifecycle Assess Support resources and increase productivity of the team.

Communicate with all parties in a constructive manner to ensure client satisfaction Maintain awareness of all outstanding customer pre
– and post-delivery issues and update status to clients as required.

Perform customer follow-ups.

Interface with appropriate parties for client issues that cannot be resolved.

Provide reporting and metrics for Service Desk, Projects, Initiatives, etc.

Manage the development of the team by fostering technical and professional growth Drive problem root cause analysis and resolve as required.

Ensures all risks are identified, communicated and mitigated.

Design and maintain Documentation for the service desk team.

Managing the change and implementation process.

Manage RMM (Remote Monitoring Management) tools Additional Duties and Responsibilities Identify areas for improvement Continually seek to increase client satisfaction and relationship building.

Ensure consistency of all systems through creation, maintenance and enforcement of standardsprocedures.

Communicate escalated issues to clientelendash keep them informed, notifying pending changes, outages, projects etc.

Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.

Develop in-depth knowledge of the service catalog and how it relates to customerrsquos needs.

Involvement in architecture and deployment of solutions.

Conduct performance evaluations with the Service Desk team.

Develop training and improvement programs.

Facilitate Service Desk Meetings along with Service Reviews.

Document internal processes and procedures.

Responsible for entering time and expenses in ConnectWise as they occur.

Review and approve the service desk teamrsquos time and expense sheets in ConnectWise.

Enter all work as activities, service tickets, or project tickets in ConnectWise.

Remain up-to-date with current and future trends emerging in the industry.

Knowledge, Skills, andor Abilities Required Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.

Clear communication Strong technical skills within Windows Server, O365, SharePoint, Exchange, OneDrive, etc.

Business awareness ndash taking a consultative approach Cross-functional management methods and techniques.

Industry applications, processes, software, and equipment (ideally Law) Strong organizational, presentation, and customer service skills.

Strategic Planning People Leader Interpersonal skills such as telephony skills, communication skills, active listening and customer-care.

Ability to multi-task adapt quickly.

Ability to work in a team and communicate effectively.

Service awareness of all organizationrsquos key services for which support is being provided.

Understanding of support tools, techniques, and how technology is used to provide services.

EducationalVocationalPrevious Experience Recommendations BABS, preferably in computer science, business administration or a related field.

MBAMS preferred but not required.

5 years of IT or related experience.

2 years of management experience.