Manager, Technical Support

The Manager, Technical Support is responsible for ensuring all Service Desk requirements are delivered to the business as required. This includes managing the Service Desk and training teams, tracking and reporting on all services and liaising with the business to ensure the teams are meeting all business requirements.

Responsibilities and Duties

• Provide leadership to the Service Desk and training teams
• Liaise with the business to understand needs – ensuring training and support meets requirements
• Develop, implement and manage SLAs – including tracking and reporting on all Service Desk incidents and looking for ways to improve on existing solutions
• Schedule and approve time for all Service Desk employees to ensure adequate coverage/support
• Schedule, manage and coordinate all IT training requirements for the firm – including conducting training when necessary
• Assist in the research and development of applications, their design and deployment, including the implementation of scripts or changes where required
• Provide higher level of support to the team or firm members as required
• Provide support to the team as required and escalate any issues when necessary
• Report any issues/concerns to the Information Technology Director
• Meet with the Service Desk team regularly and provide a summary of incidents to the Information Technology Director
• Seek ways to reduce call volumes – may include changes/modifications to existing solutions, training for the team or business and documentation
• Report any business impacting issues to the business – including timelines and potential workarounds
• Participate in project/pipeline planning meetings
• Project management as determined/required for large projects
• Plan, develop and implement Information Technology projects – may include working with the business, larger technology groups or vendors
• Ensure and seek ways to continually improve application and training solutions
• Involvement in systems/application administration as required (including Intella, Sharefile, DMS)
• Work with other Information Technology team members as required – including assisting with any potential issues or architecture design
• Assist in the on and off boarding of all firm members, including training
• Involved in Quality Assurance testing as required – may be part of project work or through upgrades where testing is required
• Training of Information Technology team or business as required, this may include one on one training, lunch and learns or arranging for vendor training
• Assist in the development of business and Information Technology strategies
• Assist in the development of Information Technology policies, procedures and standards
• Assist with budgets and invoicing as required
• Develop Information Technology documentation as required and post where necessary
• Change Management tower lead – attend all CAB meetings supporting process
• Assist where required in the inventory and assessment of all hardware procurements
• Support and development of firm reports as required – including finance
• Support of Intella or similar tools as required by the business

Qualifications

This position requires an excellent understanding of technology, including all supported applications and how they apply to the needs of the business. The person also possesses excellent communication skills and is well organized to ensure business requirements are met. This position may require certification and/or training of specific services or applications. A clear understanding of incident tracking tools is required. At times, this position may require working outside of normal (9-5) business hours and/or travel to other offices.

This is a permanent hybrid role located in downtown Toronto with an annual salary of $120,000.00 per annum.