IT Managed- Managed Services

IT Manager (Managed Services Experience Needed)
Scarborough, Ontario

PMC has partnered up with an excellent Managed Service Provider who is looking to hire on a MSP experienced technical IT Manager. We are looking for someone who will oversee a team of System Administrators and Technicians, providing them with both managerial oversight and technical expertise.

Responsibilities:

  • Lead and develop overall IT service management strategy and processes with the IT Director
  • Oversee the work completed by the team to help prioritize and track the outstanding tickets
  • Follow tickets through their life cycle ensuring they are completed correctly and in a timely manner meeting client SLAs
  • Act as an escalation point for items that your team is unable to resolve
  • Provide guidance and direction to the team on technical issues
  • Ensure team resources are being effectively utilized and allocated for client support by overseeing dispatching process and approving timesheet tracking
  • Develop and maintain KPIs for measuring team performance and improving customer experience
  • Identify opportunities to streamline ticket workflow processes to improve KPI benchmarks
  • Communicate with clients and account managers to help resolve any customer relationship issues that arise
  • Travelling to client sites may be occasionally required
  • Performs other tasks, based on management requirements and instructions

Requirements:

  • Have Experience working in a Managed Service Provider
  • 3+ years experience with ConnectWise or similar support ticketing system
  • 5+ years demonstrating strong technical skills in supporting PC and server hardware, Windows Operating System (Windows 7, 8, 10), remote desktop applications (RDS and Citrix), and network troubleshooting
  • 5+ years demonstrating strong technical skills supporting software: Office 365, Office 2010 – 2019 (emphasis on Outlook), Worldox, PCLaw, and G Suite
  • 3+ years of troubleshooting experience with Exchange, Active Directory, File Servers, and Print Servers, VPN, and VOIP
  • 3+ years of troubleshooting experience with networking hardware (ie. switches, routers, firewalls, and access point)
  • Support experience with iOS and MacOS devices, as well as iOS/MacOS troubleshooting
  • Support experience of Xerox and HP printer hardware as well as their corresponding driver software
  • 2+ years experience managing a team of direct reports (3 or more)
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to absorb and retain information quickly
  • Possess and demonstrate excellent interpersonal/communication skills
  • Proven technical, analytical and problem-solving skills
  • Proven track record in leading a team of IT professionals and delivering exceptional customer service
  • Understanding of ITIL and ITIL based IT Service Management (ITIL certification is a strong asset)

This is an excellent opportunity for the right individual offering a great work environment, benefits and a career road map for you.

If you or anyone you know is interested please reach out to me at dahmed@pmcrecruitment.ca

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