Achieve your full potential in an environment where there’s flexibility to cultivate your personal brand and knowledge base.
The primary responsibilities of this position are to lead and direct the Quebec / National Capital Region (NCR) IT Customer Service Team regarding workload, assignments, customer service and deployment of new technologies and applications, to liaise with our internal clients to gather feedback on our IT services and funnel local project requests through the demand process.
The role will focus on managing the team to deliver high quality hands-on and remote support for all Firm standard hardware and software.
The CIT Que NCR Customer Service Manager will report directly to the Canadian IT Customer Experience Senior Manager and work closely with the CIT Regional team and Delivery Managers to ensure excellent service delivery to our internal clients with strict adherence to Firm standards and policies.
Recommend methods, policies and procedures to prevent or eliminate potential problems within the area of IT Customer Service
Actively participate in the planning and scheduling of events impacting service delivery through the change management system
Manage support and IT requests in the IT support tracking system, ensuring all calls are recorded, responded to and resolved within agreed time-frames (SLA compliance)
Conduct call backs to customers rating our services as dissatisfied or extremely dissatisfied and drive service improvements across the team to improve customer satisfaction ratings
Provide guidance to the team for hands-on and third level escalation support
Manage SLA compliance for team services including break / fix, asset management and after-hours pager
Ensure the quick resolution of reported / escalated problems to enhance user satisfaction
Follow up and follow through on customer commitments
Plan and coordinate the acquisition and installation, upgrade or migration of hardware and software for our internal clients
Client Relationship ·Interact on a regular basis with CA Regional IT Management team to
assess and prioritize customer requests
Interact on a regular basis with local stakeholders to discuss their technology and / or project requirements
Define, expand and promote the IT Customer Service Team within PwC Canada
Foster cohesion between IT service groups and functional managers for excellent service delivery
Team Development and Leadership
Direct, motivate, delegate and empower the QUE NCR team members in the successful performance of their tasks and responsibilities while encouraging innovation
Ensure adequate coverage and resources by planning and coordinating vacation, education, periodic absences and overtime with staff
Mentor and provide in the moment coaching to the QUE NCR team with respect to client satisfaction, rapid service delivery, professionalism, accountability, responsibility, responsiveness and follow through
Work with the Customer Experience Senior Manager and peer group to define goals and directions for the group; formulate and execute plans
Market IT services through staff
Foster success in multi-team and / or cross-team environments
Actively participate in the hiring / termination process for staff
Participate with staff coaches to prepare comprehensive staff performance reviews with constructive comments
Identify opportunities for cost savings
Ensure the IT asset management system is current and accurate for local offices, producing timely and relevant reports as required
Liaise with the LoS IT Delivery Management team to route project requests through the demand process
Ensure the goals and objectives of the QUE NCR Customer Service Team are aligned to PwC’s firm and IT strategies for successful project delivery
Participate in resource plans to support Global, Territory and IFS initiatives and projects
Participate in lessons learned meetings to provide constructive feedback to project teams highlighting successes, challenges, issues and / or problems for projects delivered to your stakeholders
This role requires specialized skills that are acquired through a combination of formal training and on the job experience.
The candidate must have :
Proven analytical and decision making skills to provide input into large scale decisions impacting IT Customer Service
Strong business skills to liaise with local stakeholders to understand their technology and local project needs to funnel through the demand process in coordination with the LoS Delivery Management team
Above average communication skills, in English and French, with the ability to write and edit business and technical documents in both languages
A proactive approach to resolving technical problems
Demonstrated success in managing an IT service team and achieving desired SLA and KPI results following standard ITIL methodology
Demonstrated leadership skills with the ability to effectively and efficiently resolve escalated problems and provide knowledge transfer to other IT staff as appropriate
Demonstrated success in effectively handling conflicting demands and priorities
The ability to create a positive, enthusiastic work environment where people like to work. The ability to motivate employees and increase productivity and commitment is essential.
Innovative thinker that recognizes opportunities to streamline and / or automate processes or tasks
Experience partnering with vendors to deliver IT services within the organization
Knowledge of Cloud and SaaS platforms and benefits to the organization