Unit Manager
Toronto, Ontario, CA
7h ago

Your role will be to supervise a team of IT Service Centre deskside support technicians to ensure excellence in terms of user support.

This includes managing all procedures related to the identification, prioritization and resolution of incidents, requests and problems for assistance from users, 3rd party vendors and first level technicians.

You will also be responsible for assisting the manager with the monitoring and coordination of IT Service Centre functions.

The encouragement that Intact provides to people to experience different roles sets us apart from a lot of companies and truly makes Intact an exceptional company to build a career with.

In addition to ensuring that the centre’s operations are running smoothly, you will participate in the development and implementation of continuous improvement initiatives and the alignment of processes and procedures relating to the service centre’s activities.

You will also assist in developing strategies for the implementation of team knowledge management and handling support for new IT environments.

Major responsibilities : Manage a team of IT Service Centre deskside support technicians. Analyze your employee’s performance, identify problem areas, design and deliver solutions to improve service quality and prevent future issues.

Manage the handling of interactions received by phone, chat or email to ensure courteous, timely and efficient resolution of the users’ problems and requests.

Follow up on requests for assistance after their resolution. Be a source of proposals and a key player in the implementation of the integration and knowledge management processes of the IT Service Centre as well as for the team’s continuous improvement program.

Supervise, support, train and coach the deskside support staff. Proactively manage communications with IT users and 3rd party vendors.

Develop and maintain a culture of performance. Manage productivity, performance and quality of your team members. Tightly monitor and report on service levels and operational requirements.

Manage administrative tasks including time sheets, expense approvals and the ePerformance program. Conduct weekly team meetings and monthly one on one meetings with individual staff members.

Help facilitate the transfer of knowledge and skills to other support teams when required. Assist in the providing of resources for projects when required and backfilling staff where needed.

Play a key role in the on-boarding of new team members from the recruitment to hiring process. Act as an escalation point for the IT Management team when situations arise with the Business.

Your Skills Qualifications and Experience : University degree in Computer Technology, Information Science or other related sector, or pertinent experience.

  • ITIL certification or good knowledge of ITIL practices an asset. 5 years experience managing an IT Service Centre. Ability to act strategically and in line with the company’s organizational objectives Ability to understand and share the mission, vision, values and goals of the organization;
  • Promote collaboration between teams and potential synergies to achieve objectives; Ability to communicate with impact and express strong leadership to his team;
  • Encourage and develop talent and succession. Ability to work under pressure and manage crisis situations. Foster an environment of integrity and respect.

    Demonstrate integrity and managerial courage. Be an ambassador of change; Be available on-call 24 / 7 to provide occasionally the necessary support to team members. Closing Statement

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