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Manager, Customer Support
| Location: | Mississauga, Toronto, Ontario, Canada |
|---|---|
| Job Type: | Permanent |
| Posted: | 11th Mar 2010 |
| Closing Date: | 8th Apr 2010 |
| Posted By: | Mosaic Sales Solutions |
| Details: | |
| Manager, Customer Support The Customer Support Manager will be responsible for: - Customer service and support for all Mosaic offices across North America. - 'Day to day' management of the customer support personnel, inclusive of personnel development, staffing and resource planning. - Creating a robust service-oriented help desk environment using associated help desk support software and other available technology support tools. - Managing, monitoring and reporting all KPI (Key Performance Indicators) to ensure help desk function meets established support SLA (Service Level Agreements). - Conducting quarterly end-user surveys to gauge and determine overall satisfaction level with Help Desk Support. - Making recommendations and executing action plans which will result in continuous improvement in the end user experience. - Working closely with the Logistics and Infrastructure Engineering Managers to ensure that there is cross coordination on support requirements, escalation procedures and resolution objectives. - The completion of projects as assigned by Management. Requirements: - Bachelors Degree in Computer field or equivalent. - 6-8 years experience in managing a technical help desk and/or support services organization. - 5-10 years of broad experience working with a variety of different technology platforms, inclusive of both Hardware and Software (Desktop and Network). - 5-10 years experience in continuous improvement initiatives including ISO, Six Sigma, COBIT or other Technology Change and Incident Management Experience. - 2-3 years of recent experience using support service software. Other Skills/Characteristics: - Superior communications skills from Executive to Front-line end users level. - Understanding of desktop software distribution technologies in a large enterprise environment. - Familiarity with concepts of project management is beneficial. - Experience managing staff remotely. - Excellent problem solving skills. - Possess a technical background that includes support for major application and network tools. - Must have the ability to create an environment / organization where all matters are treated with a very high sense of urgency and resolved to the customer's complete satisfaction. - Must be detail-oriented and be able to work in a fast paced environment. Additional Key Characteristics: - Team oriented - Outgoing - Customer focused - Quality driven - Flexible and adaptable | |
| Sorry! This job is no longer active as the closing date for applications has passed. You can view other vacancies from this company (if they have any) by clicking on their name above, alternatively we may have some suggestions for similar vacancies listed below that might be of interest. | |
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