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Farm Boy Inc.: Technical Support Manager

Farm Boy Inc.

This is a Full-time position in Ottawa, ON posted April 10, 2021.

The Technical Support Manager is responsible for overseeing the daily activities of the Technical Support team and ensuring that customers are provided accurate, complete and timely resolution to their inquiries.

The Technical Support Manager will provide the team with training, tools, and knowledge needed to successfully manage all customer interactions by telephone and email.The performance of these duties must ensure a quality service approach to all employees, customers and suppliers and all duties must be performed in a manner consistent with the Farm Boy Way.Major Responsibilities:Lead and oversee daily activities of the Technical Support team to ensure all customers are served to satisfaction and to ensure departmental goals are reached.Responsible for ensuring proper operational processes are in place for receiving, triaging, resolving and communicating requests.Responsible for managing the communication and resolution of high priority issues as required.Responsible for regular reporting on service levels.Identify process improvements and take a lead role in communicating the needs and coordinating plans for implementation.Manage and direct the daily activities of direct reports by developing, mentoring, and coaching them.Provide coaching, feedback and development to the Technical Support team based on monthly customer interaction performance metrics and other individual performance areas.Provide training, tools, and knowledge to the team to ensure successful customer interactions.May be requested to undertake other related duties on a periodic basis.STATEMENT OF QUALIFICATIONSKnowledge, Skills and Abilities:Typically requires completion of a post-secondary program with an emphasis in Computer Science or Information Systems plus a minimum of 5+ years of related experience or an equivalent combination of education and experienceSolid understanding of Information Technology concepts including PC Hardware, Windows Desktop Systems (Windows 7, Windows 8, Windows 10), Software, Email, the Internet, Networking / Password management, Phone Technology, Smartphones, printers, and Multi-Media, with ability to troubleshoot problems in all areasWorking knowledge of the following technologies will be considered an asset:Microsoft or Cisco certificationPoint of Sale systemsWarehouse equipmentDigi Scale systemsStrong people management and people development skillsGood analytical and problem-solving skillsAbility to mentor, coach and motivate others and effectively lead and manage individuals with diverse backgrounds and interestsAbility to work under tight deadlines with excellent time management skillsExcellent teamwork and verbal and written communication skillsExcellent organizational skillsFlexibility with regard to hours or work and on-call support situationsAccommodation is available upon request for applicants and employees with disabilities.