New Job It Service Team Manager In British Columbia

Posted: Ongoing

Location: Surrey, BC

Company Description:

Who we are:

Cloud9 Solutions is a rapidly growing Managed Services Provider that offers a broad range of IT Consulting, Managed IT, and Cloud services for organizations looking to source and implement IT solutions and IT services in their businesses or in the cloud.

At Cloud9 Solutions, our mission is to provide our clients with solutions that help them address the technology challenges in meeting their business objectives. In addition to a vast range of Private Cloud, Hybrid Cloud and Public Cloud offerings customized to suit any business, big or small, we offer a range of solutions for Connectivity, Unified Communications, and VoIP. This positions Cloud9 Solutions as your true one-stop-shop for any business's IT and Communications needs.

About the job:

We are looking for a highly motivated, hands-on, experienced IT Service Manager to join our team. The candidate will collaborate with all levels of technical resources as well as the leadership team and oversee the company's service delivery to its existing and new clients. This role will also be the base of our new client onboardings, from creating the project to assigning the tasks and resources to the follow-up process to ensure they are completed on schedule.

Job Duties:

• Oversee the service delivery to our clients
• Ensure client tickets and calls are getting addressed in a timely fashion
• Be well versed in the ITIL foundation and ensure these best practices are being followed
• Meet with clients to discuss system requirements, specifications, costs and timelines
• Lead the service team and allocate resources to facilitate escalations
• Work with client contacts and team resources to schedule task
• Supervise, hire, train and provide direction for Tier1 and Tier2 staff
• Work side by side with the leadership team to design, develop and implement policies and procedures
• Work with shipping/receiving staff to organize hardware setup and delivery
• Identify problematic areas and implement strategic solutions in time
• Work with the leadership team to assess and review technical resources
• Create and oversee projects for our client's onboarding and offboarding
• Perform other duties and special projects as assigned

Skills and Qualifications

• 5+ years in IT manager or relevant experience
• Excellent communication, interpersonal and organization skills
• Demonstrated good business judgement and decision-making skills
• Creative thinker and problem solver with hands-on troubleshooting skills, attention to detail, thoroughness and follow-through