IT Technical Service Manager - Markham, Canada - F12

F12
F12
Verified Company
Markham, Canada

4 weeks ago

Sophia Lee

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:


  • Health Spending or RRSP Matching
  • Three weeks vacation plus extra Flex Days
  • Benefits from Day One
  • Work from Home up to 2 Days a Week
  • Reimbursements for educational advancement and certifications
  • Leadership development opportunities and growth coaching

Job Types:
Full-time, Permanent


Benefits:


  • Company events
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Onsite parking
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care

Schedule:

  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:

  • Markham, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

  • How many years of experience do you have managing a team of IT Help Desk Technicians?

Experience:


  • Managed Service Provider (MSP): 4 years (preferred)

Licence/Certification:

  • ITIL Foundation Certification (preferred)

More jobs from F12