Application Support Lead

CB Canada; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A Canadian customer service firm located in Ottawa is seeking a Support Project Manager / Lead to manage their help desk operations. The ideal candidate will have at least 3 years of application support experience and 1 year in a leadership position. Responsibilities include coordinating service tickets, training team members, and optimizing help desk processes. The role offers a competitive hourly rate ranging from $36.00 to $43.00.

Qualifications

• 3 years of experience in application support.
• 1 year of experience in a leadership role or as a coordinator.

Responsibilities

• Manages team and operations of technical help desk.
• Ensures team members are trained and coached effectively.
• Develop and optimize processes to achieve service levels.

Skills

Strong organization skills

Good communication

Customer service

Job description

Ref ID : 05030-0012454891

Classification : Support Project Manager / Lead

Compensation : $36.00 to $43.00 hourly

Our client is looking for someone with experience coordinating an service center. They are using Jira Service Manager to dispatch the service tickets. Duties will be, doing preliminary investigation in order to triage, assigning priority to tickets, assigning to QA, developer or database administrator for follow up, responding to users to meet our communications standards, documenting solutions in our knowledge base.

Job description

• Manages team and operations of technical help desk
• Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates
• Implement and utilize help desk system and tools to identify, document, track, and resolve reported problems
• Identify and gather key metrics to analyze the help desk performance and identify problem areas
• Develop and optimize processes to achieve service level requirements and performance goals
• May act as the escalation point and facilitator for severe, critical, and / or unique issues
• Ensure that project / dept goals are met

Job Requirements

• 3 years of experience in application support
• 1 year of experience in a leadership role or as a coordinator
• Strong organization skills
• Good communication and customer service

All applicants applying for Canadian job openings must be authorized to work in Canada.