- Lead and mentor a national team of IT helpdesk technicians and asset managers, fostering a customer-centric and continuous improvement culture.
- Provide hands-on guidance and feedback to team members to ensure skill development and competency are maintained and developed.
- Collaborate cross-functionally to exceed IT customer service and support needs and expectations.
- Act as the escalation point for complex issues, ensuring efficient resolution and customer satisfaction.
- Oversee day-to-day IT helpdesk operations, maintaining high-quality service delivery and performance.
- Monitor and report on helpdesk performance metrics to identify trends and areas for improvement.
- Contribute to the creation and reinforcement of IT policies, procedures, and best practices, guaranteeing compliance with industry regulations and standards.
- Develop and implement strategies for IT asset management to ensure detailed record keeping and adherence to licensing and warranty regulations. Qualifications and Job Requirements:
- 10+ years of hands-on experience in customer service and support, with 5+ years in a leadership role overseeing a national customer support team in a technical field.
- Proficiency in managing helpdesk operations, prioritizing customer support tickets, and ensuring timely resolution of technical issues.
- Proven ability to lead, mentor, and develop teams, fostering a customer-centric and continuous improvement culture.
- Demonstrated ability to engage with leaders to proactively address customer concerns and ensure high levels of satisfaction.
- Proven ability to identify and address customer pain points, implementing strategic solutions to improve overall customer experience and drive positive outcomes.
- Demonstrated problem-solving skills, serving as the escalation point for complex issues and ensuring efficient resolution to maintain high customer satisfaction.
- Certification in ITIL or equivalent IT service frameworks, demonstrating proficiency in IT service management principles.
- In-depth understanding of IT policies, procedures, and best practices, with the ability to contribute to their creation and enforcement to ensure compliance with industry regulations and standards.
- Experience in developing and implementing strategies for IT asset management, including procurement, deployment, maintenance, and disposal, while adhering to licensing and warranty regulations. We thank all applicants for their interest, however, only those selected for an interview will be contacted. At Modern Niagara, we recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups (women, Indigenous, Black, racialized, LGTBQ2S+, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experience equitable outcomes, and can thrive and reach their full potential. We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made. We can be reached at
Senior Manager, IT Customer Service - Vaughan, Canada - Modern Niagara
Description
Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada's infrastructure and on the communities where we live, learn, work, and heal.
WE BUILD FOR LIFE.
We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that's well above industry standards.
At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada's infrastructure fulfill the needs they were set out to meet.
Modern Niagara is one of Canada's Best Managed Companies and is a recipient of SMACNA's Safety Excellence Award Program (SSEAP) - Canada and the Canadian Occupational Safety (COS) Magazine's Gold Winner for Canada's Safest Employers Award in the Building and Construction category and Excellence Winner for Canada's Best Health + Safety Culture Award as well as Canada's Best Health + Safety Leader Award.
We're in search of a Senior Manager, IT Customer Service & Support based in Vaughan, Ontario, to lead our IT helpdesk and asset management teams. You will drive operational excellence and innovation, ensuring seamless IT service delivery. Your leadership will empower the team to excel and enhance customer satisfaction.
You will lead a nationwide team of IT professionals, set the standards for customer service excellence, and optimize IT service delivery. Your strategic guidance will ensure seamless day-to-day operations, fostering a culture of continuous improvement and empowering your team to excel.
In your role as the liaison between our IT services and internal stakeholders, you'll facilitate seamless interaction and understanding. As a dedicated advocate for our operational teams, you'll work to streamline processes and spearhead initiatives aimed at improving the overall customer experience. Through your leadership, you'll cultivate a service-oriented culture characterized by responsiveness and efficiency, leading to significant positive outcomes across the organization.
Duties and Responsibilities: