Supervisor Technical Response
(Ref #D2LST)

General Description:

Division/Department: Customer Support

Type of Position: Full-time

Location: Kitchener, Ontario

Main Duties:

• Operational Management
  • Staff and shift Scheduling
  • Manage operational procedures and process
  • Ensure team provides good customer experience
  • Escalation management
  • Identify opportunities for improvement in the client experience or operations of the team
  • Ensure company and departmental policy is adhered to
• Team Development
  • Ensure team consistently delivers on goals and objectives
  • Identify training and learning opportunities for each of the team members
  • Participate and contribute to performance evaluations of team members
  • Provide ongoing mentoring and coaching
• Communication
  • Work closely with team to ensure customer issues are resolved and details communicated
  • Maintain an open channel of communication between internal departments and team
• Resolving specific client issues under tight time constraints
  • Identifying bugs
  • Identifying and correcting improperly configured installations
  • Identifying and solving site related issues
  • Updating incidents with all appropriate details
• Providing timely updates on issues
• Improving Desire2Learn product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development
• Working with clients on highly technical issues, and be responsible for related follow-up issues
• Providing Services to clients such as:
  • Performance investigation
  • System level and/or database level Reports
  • Information requests
  • Restore from data loss
  • Updating database with scripts
• Participating in On-call support rotation

Work Experience and Qualifications:

• must possess excellent communications and writing skills, be able to effectively interface with customers, management and employees.
• strong written and verbal skills, preferably English and French
• direct work with external and internal communications
• direct employment in customer services and support organizations considered an asset
• proven ability to build and maintain relationships at all levels
• high energy level, demonstrated drive to succeed, and a sense of urgency
• experience within a fast paced, growth organization is ideal
• ability to work out of normal business hours as shift scheduled dictate
• previous experience as a team leader role in an helpdesk environment
• 3+ years mission critical support experience required
• experience working with:
  • Windows Server 2003 and/or 2008
  • Microsoft SQL 2005 and/or 2008
  • Microsoft Information Services 6 and/or 7 (IIS)

Education Recommendations:

• Diploma or Bachelor's degree in a Business or Technical field