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Service Desk Supervisor

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Date: Jul 21, 2021

Location: Oakville, ON, CA, L6H 3J8

Company: Softchoice

Why you’ll love Softchoice: 


We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 


The impact you will have: 


Softchoice is looking for motivated, innovative, and career-oriented individual to join collaboration team as Service Desk Supervisor. Our team members must be comfortable working with mid-sized and large organizations. We offer a competitive compensation including a wide range of benefits, opportunities for advancement, and regular team activities. Our office is an open concept, high-tech, and fast-paced environment. We are looking for applicants who take pride in the quality of their work and who share our commitment to client satisfaction and personal accountability.


What you’ll do:  


  • Providing management, escalation and coaching for Cisco and Microsoft to the Keystone Collaboration team.
  • Managing service tickets from inception to resolution.
  • Building and managing highly productive, motivated, and engaged technical support team primarily focused on delivering services associated with Cisco and Microsoft voice over IP technologies.
  • Performing regular analysis and reporting on tickets and team performance.
  • Tracking SLAs and ticket progress/aging, taking action as required.
  • Owning root cause analysis activities associated with service failures and major incidents.
  • Providing leadership around hiring, scheduling, training, and day-to-day management of team.
  • Providing hands-on coaching focused on continuous improvement.
  • Guiding and supporting personal and professional development of each team member through mentoring and regular 1:1 meetings.
  • Completing yearly performance reviews for all direct reports.
  • Building and developing behaviors supporting core values, mission, and vision.
  • Ensuring department policies and work processes/procedures are adhered to by team members.
  • Collaborating with KTSC Manager to coordinate and schedule daily activities of staff and review key performance metrics.
  • Acting as point of escalation, including after hours when assigned, for customer support issues ensuring action plans are in place and senior management is informed.
  • Assisting in preparing team for delivery of new service offerings.
  • Building and execute technical training plans aligned with overall Services strategy.
  • Escalating incidents to appropriate third-party service provider or client contact when appropriate.
  • Ensuring effective use of time management and organizational skills to balance workload and priorities.
  • Following ticket management policies, procedures and best practices.
  • Basic understanding of Cisco and Microsoft technologies.
  • Delivering excellent customer service.

What you’ll bring to the table: 


  • 3+ years of experience in IT service management.
  • 2+years’ experience with engaging with Cisco or Microsoft.
  • Experience presenting to senior level executives.
  • ITIL Foundations certification or higher.
  • Understanding of managed services business and delivery models.
  • Proven client service skills and demonstrated passion for delivering superior client experience.
  • Excellent written and verbal communication, interpersonal, and presentation skills.
  • Demonstrated ability to motivate, coach, and lead others.
  • High attention to detail.
  • Possess sense of urgency, adaptability, flexibility, and drive to achieve.
  • Strong time management and organization skills.
  • Conflict management and negotiation skills.
  • Availability to work rotating shifts covering 24/7 call center which includes weekend and holiday coverage.
  • Post-Secondary Degree/Diploma with focus on Technology or equivalent experience.
  • Expert problem solving skills.
  • Excellent communication skills, fluent in French is an asset.
  • Ability to work independently and with teams to meet client Service Level expectations.
  • Ability to work in a fast-paced, highly collaborative environment.
  • Ability to interact professionally with a diverse group of client end-users, technical personnel, executives, managers, and subject matter experts.


Why people love working here: 


  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 16 consecutive years. 
  • Softchoice has been certified as a Great Place to Work in the United States for several years. 
  • We offer meaningful work and opportunities for career growth. 
  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice. 
  • We offer an opportunity to build a career in the technology industry. 
  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization. 


Inclusion & equal opportunity employment: 


We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. 


Require an accommodation? We are ready to help: 


We are proud to provide interview and employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 


Our commitment to your experience: 


We are committed to the safety of all candidates and team members. With that in mind, we have implemented virtual interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same. 


Before you start with us, we will conduct a criminal record check, verify your education and check your references.: 


When you join Softchoice, we will onboard you remotely. Don’t worry. It’s quick, simple and you’ll be connected with your new team in no time.