Service Desk and Executive Support in Vancouver (Canada)

Where: Vancouver (Canada)

Extent of Work: Full Time

Click here to apply in English

Responsibilities:

  • Provide day to day leadership and guidance to front line employees and be the escalation point should issues occur
  • Build a motivated, efficient and enthusiastic team through an open environment that encourages input from all members through coaching and mentoring
  • Provide performance analytics and statistical reporting on Key Performance Indicators (KPI) to management and team
  • Responsible for team recruiting, discipline, staff development, and performance management
  • Develop and execute a plan for training and cross-training to ensure the team can provide adequate coverage for all business applications requiring support
  • Ensure the team(s) are meeting SLA’s and are providing excellent customer service to Teck’s end users and employees; ensures end users’ support expectations are not only met but are exceeded
  • Provide incident management for a variety of systems in use at Teck using various support methods until the issue is solved; this may include accurately transferring the incident to other internal or external support teams
  • Responsible for the maintenance and creation of process with respect to Incident Management, Request Management, Knowledge Base and Service Portal
  • Act as initial point of escalation for team members and users, both during office hours and after regular support hours
  • Analyze data and provides recommendations to management on further actions
  • Assist with system and process documentation
  • Develop staffing plans to cover the business needs in area of responsibility
  • Make recommendation with respect with service model delivery, i.e., in-house delivery vs. outsourced delivery
  • Assist with recruiting and recruiting strategies
  • Prepare shift schedules
  • Will work with Teck’s executives and vice presidents to ensure their technical needs are met and support is exceeding their expectations
  • Act as the single point of contact between external service providers and clients on a day-to-day basis
  • Help manage system changes as a member of Change Advisory Board member and help coordinate communication of scheduled maintenance
  • Monitor and report on customer survey data, including reply follow-up
  • Manage, resolve and/or escalate areas of conflict with cross-functional issues
  • Understand the user community’s business processes; recommend support improvements and implement support best practices
  • Assist Tier 2/3 support teams with end-user issues
  • Help coordinate and/or conduct user training if needed

Qualifications:

The Manager must hold a degree in Information Systems (or related studies) or have equivalent work experience.

Preference will be given to applicants who possess certifications in one or more of the following areas or demonstrate an equivalent work experience:

  • Post-Secondary education
  • Technical certifications
  • Management skills training
  • 5+ years working in a leadership role
  • 3+ years supporting executives for a large organization
  • Previous experience in a technical support role in either networking, server or desktop environments
  • Proven experience with Service Desk ticketing systems and the ability to apply analytics to help drive KPI’s to better improve the customer experience and drive staffing levels
  • Detailed working knowledge of Microsoft products, including Active Directory, Office, Skype for Business, and Exchange
  • Proven experience in large enterprises managing wide spread outages affecting either voice, videoconferencing or email
  • Experience working with third party service providers and evaluation of outsourced IT support services
  • Meticulous with a propensity for pragmatism; strives to get the job done right
  • Strong technical, analytic and problem solving abilities
  • Strong verbal and written communication skills at both technical and executive level
  • Proficient Spanish, both written and spoken, is considered an asset
  • Experience with IT service contract negotiation
  • Strong knowledge of PC hardware and software technology and remote diagnostics tools
  • Fundamental knowledge of client/server systems, networking, and telephony
  • Process-oriented; strives to align work volume/variety with the intent of making it efficient and repeatable
  • Strong verbal and written communication skills at both technical and executive level; strives to provide clarity in the face of ambiguity
  • Ability to communicate in Spanish both written and spoken Spanish (considered an asset.)
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