Manager, Technical Support

Manager, Technical Support

Job Purpose & Summary

The Manager, Technical Support is responsible for leading and managing a team of Technical Support Analysts in providing first line IT support to DUCA employees. While embedding a customer-service excellence approach, this role will lead the team in troubleshooting and resolving employee IT related issues and will continually identify and implement process improvements to streamline ticket resolution, recommending actions to reduce or eliminate common issues.

The Manager, Technical Support ensures that the technical support team carries out their work efficiently and accurately and meets IT Helpdesk SLAs. This role will use excellent active listening and communication skills to provide DUCA employees at all levels with technical issue status and resolution assistance.

Key Accountabilities & Duties

• Oversee the day-to-day activities and operations of the IT help desk to ensure employees receive the support they require as quickly as possible; triage incoming tickets to the appropriate Technical Support Analyst for resolution; track and improve key ticketing system metrics such as queue length and average resolution time
• Lead, manage and develop a team of Technical Support Analysts in providing first line helpdesk support to DUCA employees; coach team members to deliver IT support services within established service standards; embed a customer-service excellence approach that positively impacts employee experience
• Identify and implement help desk ticketing system process and workflow improvements to improve ticket response and resolution times
• Manage production technology incidents to resolution, ensuring timely engagement, escalation, and effective communication to business, technology, and vendor partners
• Analyze technology and network performance metrics; measure client satisfaction and identify trends in IT support requests including root cause analysis of technology issues, employee skill and knowledge gaps, inefficient business processes, etc.; develop recommendations to address findings
• Support the IT Operations strategy; develop the IT Operations annual workplan; monitor achievement of results; proactively identify leading indicators of potential capacity issues; make recommendations for short and long-term resource planning; drive continuous improvement and operational effectiveness in delivering IT support services
• Communicate technical challenges and issues in a way that is clearly understood by DUCA employees at all levels
• Act as an escalation point for complex, challenging and high-impact issues
• Support corporate strategic initiatives; manage IT related projects and act as a workstream lead on larger projects as necessary

Occupational Experience & Education Requirements

• University degree in a technical discipline or the equivalent combination of education, certifications and work experience
• 5 years of related IT work experience in the financial services industry
• 3+ years of people management experience, preferably as an IT manager or team lead
• Experience working in an enterprise environment with:
  • Windows 10/Windows Server 2016/2019
  • Imaging Desktops/Laptops
  • Configuring Network/Standalone Printers
  • Managing Help Desk software
  • Phone system administration (an asset)
• Desktop Support Manager certification an asset
• Microsoft certification an asset

Knowledge, Skills & Attributes

• Highly developed customer service skills and mindset; solid technical background with employee service experience focus
• Commitment to a high level of service excellence and delivering solutions within agreed upon SLA timelines
• Strong leadership skills with the ability to plan resources and manage team priorities and workload
• Strong active listening, oral, and written communication skills and the ability to interact with employees at all levels of the organization
• Demonstrated troubleshooting, problem solving, critical thinking, and analytical skills
• High level of integrity, ethics and professionalism; proven ability to maintain sensitive and highly confidential information
• Proficient with Microsoft Office suite of products
• Understanding of Service Level Agreements (SLAs)
• Knowledge of AD, Group permissions and NTFS file system permissions
• Basic understanding of Group Policy
• Basic understanding TCP/IP networking

Working Conditions

Normal office environment with some travel to DUCA’s branches.  May be required to work evenings and weekends to support IT operations.

Department: Information Technology 

Primary Location: Corporate 

Employment Status: Full-time

Hours per Week: 38

Job Grade Level: 8b

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.