Support Manager - Jobs in Vancouver, BC

Job Description

Supercharge your career at Nucleus Networks!What makes Nucleus different from other Managed IT Services providers To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We are one of BC’s top 5 Best Workplaces and a top 5 Finalist for BC’s Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.We are a team of over 80 experienced IT Professionals focused on providing industry leading IT Services to clients across Canada. With offices located in Vancouver and Toronto, Nucleus has adopted a hybrid work model, allowing the majority of roles to work from anywhere as we have employees based all around the world.For back to back years we’ve been recognized as one of BC’s Best Workplaces. We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our CEO is a Top 40 under 40 award winner and multiple members of our leadership team have been recognized as top experts in the industry.Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and to help us get there!Role Summary:Reporting to the COO, the Support Manager ensures Nucleus is living up to its core values of providing an epic client experience and going the extra mile for our clients. The type of support we want to provide is the one where our clients tell their friends all about us, it’s ensuring a positive interaction is experienced whether it be on the phone, via email, or live chat. The Support Manager will act as a mentor, helping our support teams realize their potential. Nucleus’ value proposition is to SUPERCHARGE our clients and the Support Manager will play a pivotal role in the execution of this brand promise as Nucleus pursues being Canada’s leading Managed IT Services Provider for Small and Medium sized businesses.Overall Responsibilities, General Tasks and Duties:

• Working with team members to help them feel confident and competent in all aspects of their role
• Encourage and motivate team members so they have a high level of job satisfaction and feel engaged
• Instill the “Think Like The Client” ideology into every action and every team member
• Acts as an escalation point to support your team
• Provide leadership, coaching and mentoring to your support team and being a strategic leader to elevate our standards and team members skillsets
• Planning and organizing the help desk to allow us to continue to scale and grow fast while increasing client satisfaction
• Responsible for all performance reviews, goal setting and action plans for effective coaching
• Work with the Director of Client Success to improving operational efficiencies both with internal teams and exceeding client standards
• Participates in regular meetings with the Client Success and Professional Service teams to identify any opportunities for improvement and bridge the gap to ensure effective communication
• Effective communication of job expectations; planning, monitoring, and appraising results; development and coaching; initiating, coordinating and enforcing systems, policies and procedures
• Follow up with clients regarding their CSAT surveys and follow through on corrective actions if they are required
• Take over situations with clients that may need to be put back on track

• Maintains staff by assisting with the hiring process, identifying training opportunities and developing personal growth opportunities
• Directs technological research by studying organization goals, strategies, practices, and user projects
• Ensure the Managed Services team provides accurate and timely resolutions to clients’ issues related to the deployment, troubleshooting, and installation of solutions
• Work with the CTO to preserves assets by implementing and overseeing disaster recovery and back-up procedures and information security and control structures
• Work with the COO on projects to drive operational excellence and improve both the client experience and employee engagement
• Handle scheduling and coordination of required on-site resources as needed to ensure department coverage
• Ensure all requests (via phone, chat, and email) are tracked and maintained accurately
• Manage on-call emergency support on a rotating basis amongst the technical support team
• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements
• Maintains quality service by establishing and enforcing organization standards
• Produce and maintain weekly reports for the Executive Team that shows the current service level and client satisfaction scores
• Conduct weekly one on one’s with all direct reports
• Review KPI and coach Team Leads and Support Specialists to success
• Assist in creating operational efficiencies using automation, documentation and process improvements
• Facilitate department wide huddles and information sessions
• Supervise training of technical support staff as per the agreed to hiring plan and assist with on-going training and development
• Implement and document new initiatives and processes, as well as maintain existing processes
• Implement new tools and services in Technical Support as required to ensure scalability within the department
• Identify and raise awareness related to inefficiencies in our processes to allow for continuous improvement

• Ensure client documentation is up to date
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services
• Share responsibility for new client onboardings with Director of Client Success
• Support growth and expansion, including deep technical architecture and guidance as well as hands on configuration support as needed

• Oversee, support and guide Team Leads with roles and responsibilities to ensure department success
• Approve time and materials billings
• Work with Team Leads to ensure escalations are happening at the appropriate intervals and provide training where required

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support of backup, disaster recovery, and business continuity solutions
• Support services for Microsoft related technologies: Office365, Windows Server, Office suite, etc.
• Support services for virtualization technologies
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, and Remote Desktop Services

Knowledge/Skills/Requirements:

• 7+ years technical experience is required
• 5+ years in progressively responsible Management roles
• 5+ years experience working for a Managed Service Provider
• Well versed in handling tough conversation and conflict resolution
• Ability to inspire others to meeting operational objectives
• Passionate about data and able to make decisions based on data analysis
• Industry IT Certifications: Microsoft MCP, MCSA, or MCSE, MCITP, Cisco CCNA
• ITIL knowledge/experience
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Proven ability to lead, motivate and encourage team members
• Comprehensive understanding of network architecture and client/server technology
• Strong analytical and problem solving skills
• Strong Interpersonal skills: telephony skills, communication skills, active listening and customer-care
• Ability to diagnosis and troubleshoot technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organizations key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Team player!

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