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IT Technical Service Manager - Markham, Canada - F12

F12

Verified Company

Markham, Canada

1 month ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why F12?

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development.

You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments.

F12 is on a mission to elevate our employees.

We aim to do this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams.

We value humble service, self-improvement, and hard work, and we are looking for like-minded individuals to join us on our journey.

The Technical Services Manager ensures that our clients always enjoy a positive experience with technical support.

Leading a Remote Support Team comprised of Team Leads, Advanced Computing, and Technicians, they are charged with managing efficiencies in service, support, time management, and resources in delivering top-notch service to our clients.

Possessing a high level of understanding of the IT Industry, the Technical Services Manager is familiar and experienced with remote service delivery, key performance indicators and best in class customer service practices.

Technical Services Manager will be region localized with the ability to cross into another region when required to do so.

What You Will Be Doing
Managerial Responsibilities

Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identify and report findings and take necessary corrective action.
Monthly/Annual performance reviews
Maintain appropriate staffing levels for various ROC Pods within their regions
Vacation management
Job Descriptions / Roles and Responsibilities (Growing the Team)
Encouraging and driving training & certifications
Maintaining department budget
Cultivating relationships with nearby technical schools
Developing the next set of leaders

Resource Management

Scheduling ROC and POD start and end times structures
POD Line of Business Management and analysis
Service coordination with regional service coordinators

Technical Service Delivery

Mentoring of Team Leads on F12 Toolkit Support Methodology & Processes
Development of F12 Toolset for Field Services
Ensure consistent, and positive, service delivery across all Branches & Clients
Ensure positive customer experience through ensuring that the team understands and complies with company policies and procedures.
Ensure issues are properly communicated, documented, prioritized and actionable with the overall focus on customer experience.
KPI Development and Management to identify areas improvement

Who You Are

Post-Secondary Certificate, Degree, and/or Industry Certifications
Considerable strength in Leadership and team motivation
Flexibility to travel as required to all branches and industryrelated events
Ability to plan and organize the work of others
Able to set realistic budgets and targets
Ability to establish key performance indicators
Strong communication skills in both written and verbal
Able to demonstrate flexibility and creativity outside of established responsibilities
A focus on making F12 a fun place to work and encouraging others to do so
Ability to empathize and support those around while still maintaining a strong focus on goals
Understand, adhere and promote F12's core values

What You Can Expect From Us
We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment.

We also want to make sure that however you get IT done in all parts of your life, we've got your back.

Here are some of the components of our total rewards plan: