Description About ITS: Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. Job Summary: The Supervisor, Managed Services is responsible for managing an assigned service desk team, which is responsible for resolving basic to complex technical product-related issues for customers remotely via inbound/escalated calls, email, live chat, etc. Develop support processes and escalation management systems that allow the organization to identify, track, monitor, and manage situations that require increased awareness and swift resolution. Oversee the development of a knowledge base of issues and solutions to maximize efficiency and information sharing. Develop, implement, and continuously improve process documentation in partnership with the Business Operational Team. The Supervisor, Managed Services is accountable for resolving escalations and ensuring the proper follow-thru and documentation occurs. As a first-level leader, the Supervisor, Managed Services coordinates and leads daily team activities, and may spend a portion of time performing the work of those they supervise. The Supervisor, Managed Services assists with management decisions and activities. Key Success Metrics Client satisfaction ratings Ticket closure rates SLO attainment Number of client-initiated Delivery performance escalations Client retention/churn Requirements Responsibilities: Responsible for all scheduling tasks of service desk team members, ensuring coverage continuously and consistently supports meeting SLO’s and client needs; (Includes coverage hours, PTO approvals, etc.) Responsible for managing IT ticket system and overseeing ticket assignment, prioritization and resolution status for team Responsible for managing the work/ticket load of the team and assisting direct reports by providing daily work direction and/or task management. Escalation point person for the client, delivery and other associated IT Solutions teams and vendor partners and engages upper management and/or client success team when necessary. Be available while on-shift through several different venues such as Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate Responsible for directly managing performance management life cycle of Service Desk Technicians/Engineers. Responsible for completing performance and personal objective reviews of direct reports Responsible for conducting regular audits of calls and tickets in order to validate delivery quality and provide providing feedback and review of individual operational performance. Proactively reviewing status of client’s tickets and open issues and ensuring the IT Solutions Service Desk Teams are prioritizing and providing support needed to drive quick and thorough resolutions. Maintain proactive, comprehensive communication throughout active issues with customer to build and maintain trust. Collects data and provides feedback to management on process improvements and areas of concern. Provide initial as well as ongoing training to the Managed Services team members, as well as enrolling new staff into client systems. Provide feedback to management on process improvements and areas of concern Review service failures and pr appropriate Problem Management actions are being developed and executed until completion. If required, contribute to and follow through on service improvement plans Experience Knowledge, Skills, and Abilities: Strong oral and written communication skills Effective time management and multi-tasking skills Maintains the ability to stay organized and be detail-oriented Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment Meticulous in the management of issues, risks and commitments Basic IT Solutions Managed Services tool usage, especially report generation (ConnectWise) Strong personal influence skills Strong negotiations skills Strong rapport and relationship building skills with both internal individuals and external clients. Must be an effective communicator in difficult client situations Solid understanding of the technologies being managed by IT Solutions for the client Solid understanding of how delivery provides the management services Thorough understanding of ITIL v 3 Foundation Service Management Due to the nature of managed services, must be willing to be available for occasional non-traditional business hours work Experience Bachelor’s degree or equivalent experience and/or military experience 4+ Years of managing IT services client relationships ITIL v3 Foundation, Six Sigma, PMP and any relevant technical certifications are a plus Compensation Package ITS offers a full benefits package, including: Comprehensive Group Benefits Program Paid Holidays and Vacation Company-paid life Employee Assistance Program Company-paid training, materials, and exams Performance-based bonuses Flexible/hybrid work arrangements IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws. We are happy to provide accommodations at any stage of the recruitment process. Should you require any accommodations, please do not hesitate to let us know.