Technical Services Manager

About the role

As a , you will play a pivotal role in overseeing and enhancing the technical support and services provided to our clients. This position requires a blend of technical expertise and leadership skills to ensure that our customers receive top-notch service and support. You will be responsible for managing a team of technical professionals, developing service strategies, and ensuring that our technical offerings align with the needs of our clients. Your efforts will directly contribute to the overall success of our organization and the satisfaction of our customers.

Key facts

What you'll do

• Lead and manage a team of technical support specialists, providing guidance and mentorship to enhance their skills and performance.
• Develop and implement strategies for improving technical service delivery, ensuring that client needs are met promptly and effectively.
• Collaborate with cross-functional teams, including product development and sales, to ensure that technical services align with business objectives and client expectations.
• Monitor and analyze service metrics to identify areas for improvement and implement corrective actions as needed.
• Serve as the primary point of contact for escalated technical issues, working closely with clients to resolve complex problems and ensure satisfaction.
• Conduct regular training sessions for the technical team to keep them updated on the latest technologies and best practices in the industry.
• Establish and maintain strong relationships with clients, understanding their technical needs and providing tailored solutions.
• Prepare and present reports on service performance, client feedback, and team achievements to senior management.
• Stay abreast of industry trends and advancements in technology to ensure that Purelogicit remains competitive in the market.
• Participate in the recruitment process for new technical staff, ensuring that the team is equipped with the right skills and expertise.
• Develop and manage budgets for the technical services department, ensuring efficient allocation of resources.
• Foster a culture of continuous improvement within the team, encouraging innovative thinking and problem-solving.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in a technical support or services role, with at least 2 years in a managerial position.
• Strong understanding of technical support processes and methodologies, including ITIL or similar frameworks.
• Proven experience in managing and leading a team, with excellent interpersonal and communication skills.
• Ability to analyze complex technical issues and develop effective solutions.
• Proficiency in project management tools and methodologies, with a track record of successful project delivery.
• Familiarity with various technologies and platforms relevant to Purelogicit's offerings, including cloud services, software development, and network infrastructure.

Nice to have

• Experience in the financial services or technology sectors, particularly in roles focused on technical support.
• Certifications in relevant areas such as PMP, ITIL, or other industry-recognized qualifications.
• Knowledge of customer relationship management (CRM) systems and their integration with technical support processes.

Skills & tools

• Strong leadership and team management skills.
• Excellent problem-solving abilities and a customer-centric approach.
• Proficiency in using technical support software and tools.
• Familiarity with data analysis and reporting tools to track service performance.
• Effective communication skills, both verbal and written, to interact with clients and team members.
• Ability to work collaboratively in a fast-paced environment and adapt to changing priorities.

Practical notes

• This position is based in Ottawa, Ontario, and may require occasional travel to client sites or other company locations.
• Candidates must have valid work authorization in Canada to be considered for this role.
• The salary for this position will be competitive and based on the candidate's experience and qualifications.
• Interested applicants can apply through the Purelogicit career portal at https://purelogicit.bamboohr.com/careers/75.

META

Company: Purelogicit

Title: Technical Services Manager

Listed

location: Ottawa, Ontario

Job type: Full-time