Manager, Application Support

MNP; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading Canadian accounting and advisory firm is seeking a Manager, Application Support to lead a dynamic team in ensuring smooth IT operations. The role involves strategic planning, team development, and collaboration with stakeholders to enhance support efficiency.

Qualifications

• 3-5 years experience overseeing high performing support teams.
• Experience with ITSM tools like ServiceNow is essential.
• Knowledge of business processes related to Tax products is important.

Responsibilities

• Lead and develop a team of support specialists.
• Monitor support strategy effectiveness and recommend improvements.
• Ensure teams have the capacity to meet service level agreements.

Skills

Team Leadership

Analytical Skills

Communication

Collaboration

Business Process Knowledge

Support Best Practices

SQL Knowledge

ITSM experience

Tools

ServiceNow

DoxCycle

TaxCycle

Profile

TaxPrep

US Tax

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 an 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

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