RESPONSIBILITIES:

The primary responsibility of this position is to manage PC Helpline’s afternoon/evening Help Desk shift ensuring high levels of end user support and service level compliance.

• Provide direct personnel/project management, coaching, and team building to help desk staff.
• Prioritize daily help desk duties along with longer term project-oriented tasks.
• Maintain expected SLA and productivity targets.
• Monitor systems, applications, and processes to ensure proper error-free functioning.
• Provide upper level technical support and/or direction in terms of escalation for complex issues not able to be solved within the group.
• Interface with partners and clients.
• Assist in the evaluation/implementation of new technological solutions as it relates to contact center operations and support functions.
• Assist with planning/coordination of technical training.
• Assist with developing, documenting, implementing, help desk policies and procedures.

This is a junior management level position where exceptional employees can find numerous opportunities for career advancement within a high-growth company.

Qualifications:
• University degree, College diploma in computer science or related specialty.
• Minimum of 3 to 5 years' experience providing end user support to a large user population.
• Minimum of 2 years’ relevant experience managing a technical help desk or call center.

Technical Skills/Knowledge:
• Excellent customer service, communication, people, and management skills.
• Leadership experience in project management/technical support function.
• Strong time management and organizational skills.
• Be a team player who is also self-motivated.
• Ability to multi-task, prioritize workload and respond quickly to shifting priorities and external demands.

Salary:
Salary, commensurate with qualifications and experience. 40 hours per week, permanent, full-time.