Manager, Application Support

ENGINEERINGUK; Calgary; On-site; CAD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as an Application Support Manager, leading a dynamic team dedicated to enhancing IT operations. This role emphasizes digital transformation and the integration of technology in business practices. You will have the opportunity to shape support strategies, mentor specialists, and drive improvements in service delivery. With a culture that values diversity and innovation, your contributions will directly impact the efficiency and effectiveness of operations. Enjoy a rewarding career with generous benefits, professional development opportunities, and a supportive work environment that encourages a balanced lifestyle.

Benefits

Generous Base Pay

Vacation Time

Paid Personal Days

Group Pension Plan with 4% Matching

Voluntary Savings Products

Bonus Programs

Flexible Benefits

Mental Health Resources

Professional Development Assistance

Firm Sponsored Social Events

Qualifications

• 3-5 years of experience in managing high-performing support teams.
• Proven ability to analyze information for business impact.
• Experience with ITSM systems and CRM products.

Responsibilities

• Develop and maintain the Application Support team strategy.
• Lead a team of application support specialists focused on mentorship.
• Monitor support effectiveness and recommend improvements.

Skills

Team Leadership

ITSM Systems (ServiceNow)

Strategic Planning

CRM Support

Database/SQL Knowledge

Business Process Knowledge (Tax Products)

Knowledge-Centred Service Certification

French Language Proficiency

Tools

DoxCycle

TaxCycle

Profile

TaxPrep

US Tax Software

Job description

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.

Make an impact with our Technology – Support Services team as a Manager, Application Support. This diverse team of tech-savvy problem solvers embraces digital transformation, and the possibilities technology brings to the future of our industry. As an Application Support Manager, you will lead a team of support specialists who support, utilize, and maintain MNP’s technology to ensure smooth IT operations, enabling team members to work efficiently and effectively.

MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

Responsibilities

• Assist in developing and maintaining the Application Support team strategy, ensuring execution of the support roadmap
• Monitor and evaluate the effectiveness of the strategy and make recommendations for improvements
• Meet regularly with Program and Product Managers to ensure support is being delivered effectively, collaborate on new products and automation
• Identify and escalate repeat support trends, and make recommendations for improvements
• Adopt a methodology for effective knowledge management for support services
• Lead and develop a team of application support specialists with a focus on mentorship and performance
• Ensure team members have adequate technical skillsets to provide well-educated support, recommending opportunities for development, continued training and improvement
• Ensure support teams have adequate capacity to meet service level agreements (SLA)
• Maintain flexibility to travel, as necessary

Skills and Experience

• Three (3) to five (5) years of experience overseeing and developing high performing support teams
• Proven ability to synthesize and analyze information to understand the larger impact to the business and end users and to provide recommendations to improve overall support best practices
• Previous experience with ServiceNow or similar ITSM system
• Ability to communicate and collaborate with a variety of stakeholders and end users
• Prior experience in strategic planning and execution
• Prior experience supporting a CRM product
• Business process knowledge in Tax products
• Strong understanding of databases / SQL knowledge to support internal business applications
• Experience with DoxCycle, TaxCycle, Profile, TaxPrep, and/or US Tax
• Certification in Knowledge-Centred Service (KCS) methodology an asset
• Experience in professional services considered an asset
• Written and spoken French language proficiency is an asset, but not required

MyRewards@MNP

With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more!

Diversity@MNP

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!