Manager, IT Customer Support Centre Victoria

Published date: October 7, 2019
  • Location: Victoria, British Columbia, Canada

Manager, IT Customer Support Centre

On behalf of our client, Procom is currently seeking a Manager, IT Customer Support Centre to ensure that internal business customers receive exceptional customer service and develop and maintain an effective and efficient support team. The Manager is also the IT service management practice leader, facilitating continuous improvement in IT service management across IT functions. The Manager contributes to service design, service level performance, and continuous operational improvement objectives and initiatives. S/he is responsible for implementing the processes, procedures and tools to execute on objectives.

Manager, IT Customer Support Centre Job Duties:

Leads IT service management practice development
Facilitates continuous improvement of IT service management
Participates in the planning, development and implementation of IT operational priorities
Acts as the business owner of service operations technologies including ServiceNow, identifies opportunities, and advises on how changes can be introduced and integrated to maximize business value and minimize service disruptions
Manages and leads a team of Tier 1 technicians to provide exceptional customer service
Manages and leads a dedicated ServiceNow support team
Develops, implements, monitors and maintains key support service processes including request management, problem management and incident management
Develops, implements, monitors and maintains other support services and processes including the on- and off-boarding of employees and support for device refresh cycles
Collaborates with IT teams to develop, implement and maintain service level agreements (SLAs) and report on end-to-end service delivery performance
Collaborates with IT teams to develop, implement and maintain software and hardware asset management policies, processes and procedures
Ensures that end user requests are consistently and correctly prioritized and actioned
Contributes to the successful execution of new service delivery models and support strategies
Owns the resolution of any Customer Support issues end-to-end by coordinating resources, identifying resolution paths and providing relevant and clear communications to stakeholders
Interacts with partners, vendors, service providers, suppliers and customers and ensures services meet the needs of all end users
Establishes and reviews metrics, utilization and costs, and performs continuous improvement
Creates a supportive and healthy working environment within the Department by ensuring effective communication, promoting teamwork, providing opportunities for staff involvement into planning and recognizing employees' contributions and achievements
Manages the financial resources within the overall allocated budget for assigned areas. Monitors financial reporting and status within the department and directs corrective action as needed
Maintains current expert knowledge in the field by reviewing relevant materials and journals and maintaining appropriate professional and external contacts

Manager, IT Customer Support Centre Mandatory Skills:

Bachelor’s degree in Computer Science, IT, Business Administration, Commerce or in a related field
A minimum of 5 years experience leading a customer service function in a fast-paced, multi-project and multi-customer IT environment
Must have demonstrated IT service management leadership experience
Must have excellent customer-service, listening, communication and problem-solving skills
Must have excellent leadership and collaboration skills to facilitate continuous service management improvement across IT functions
Must have experience leading or participating in agile and/or lean initiatives
ITIL Intermediate certification or higher is preferred
Knowledge of networking, telecom, server environments and related technologies
Knowledge of the ServiceNow platform

Manager, IT Customer Support Centre Assignment Length

Permanent Full Time employee

Manager, IT Customer Support Centre Start Date


Company Name: Procom
Job Type: Full Time

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