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ITSM Support Manager

CompuCom

This is a Part-time position in Quebec, QC posted October 7, 2021.

Job Description At CompuCom, we are looking for an ITSM Analytics Manager to add to our IT Service Management Team (ITSM).

The ITSM Analytics Manager will be responsible for the ITSM as well as Analytics role.

The ITSM Analytics Manager will ensure that the team analyzes and sift through data to identify the root cause of customer problems and trends in order to take necessary actions with internal and external parties.

The successful person will also forge key customer relationships that will help facilitate greater client satisfaction and understanding of the client(s) environment.

This will ensure that the impacts are minimized or eliminated altogether through appropriate actions.

● Provide guidance to the team and assess them on their analysis, communication, initiative participation and development of improvements
● Manage team’s performance review and their day-to-day tasks
● Approaches multiple teams and stakeholders within the organization or on client side to resolve any situation related to performance and delivery
● Participates with Customer Executives and Solutions team to provide clear expectation to the client, regarding team’s delivery.

Helps to define viable adjustments for the client needs based on the capability of the team and the available resources
● Manages the assigned resources to reach their area goals, deliver according to expectations and sustain the best possible experience to the clients
● Provides the support needed by the team members to deliver according to expectations, reach the goals and fulfilling the company policies & initiatives
● 10 years of experience
● ITIL V3 Foundations certified (V4 preferred)
● Advanced research and data analysis skills
● Proved Team Management Experience
● Working knowledge of ITIL v3 Service Design, Service Strategy, Service Transition, Service Operations and Continual Service Improvement processes
● Experience working with automated ITSM ticketing systems, (Incident, Problem, Change, Service Requests, Configuration Management)
● Strong organizational and interpersonal skills