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After Hours Technical Support Manager


This is a Contract position in Rockton, ON posted October 15, 2021.

Job Description Do you enjoy working overnights are interested in managing talented technology professionals supporting support some the world’s most recognized companies?

The shift for this position is Saturday and Sundays days 8am-5:30pm.

Mondays, Tuesdays, Wednesdays your shift would commence at 9pm and end at 5:30am.

This position is based in Mississauga, ON but will be remote.

Possbility of 2-3 days per week in the office is optional.

On any given day our 12000 associates support:
• Over 4 Million End Users, 5.1 Million Devices, 48 Data Centers, 317K Servers 1.3 Million Peripherals, 331K Network Devices and over 3.5 Million Desktops and Laptops
• All with over a 92% First Call Resolution Rate In addition to supporting 57 of the Fortune 100.

Our clients include:
• 8 of the top 10 retailers in North America
• 6 of the top 10 financial services companies in North America
• 90% of our clients have worked with us for more than 5 years
● Manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded
● Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks
● Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards
● Train, coach and mentor Service Desk Analysts (Level 1
– 2) including career development.

Oversee staff activities.

Builds/obtains training material for support staff.

Manage the employee work schedule and provide backup support
● Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan)
● Ensure financial objectives are met
● Manage all service desk resources with responsibility for legal and company internal polices compliance of all employees under manager jurisdiction
● Act as the SPOC for the service, liaise with Tech Supoort Sr.

Manager and customer, deal with senior level escalation, and adapt service to changes in demand Proven people management and leadership skills of an after hours team Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels P&L experience a plus Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner Experience in dealing with client contacts at a senior level Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels Service delivery background in Infrastructure Management preferred Soft Skills 2-3 years of demonstrated leadership skills Previoulsy managed a team of 10 direct reports Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership Highly developed negotiating, presentation and communication skills Resilient, focused and performance driven in a dynamic and fast moving environment Quality oriented in all aspects of delivery Customer service focus