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Managed Operations - Supervisor

job details

summary

    job details
    Our client is looking to hire Managed Operations - Supervisor to overlook any operational active along with providing the team supervision and support daily.
    The candidate must also be able to work any shift, holidays, and weekends.

    If you are interested in this role, please send your resume to keshmi.desi@randstad.ca


    Advantages
    If you are looking to join a challenging team, this is the role for you ! Hybrid structure in place


    Responsibilities
    • Guide and support the professional development of both Level 1 and Level 2 technicians through coaching, mentoring and regular 1:1 meetings
    • Monitoring KPI dashboards and consoles, analyzing patterns/trends and routing it to the appropriate support team
    • Manage the IT Coordinator for scheduling and approving resource conflicts or workload challenges across the team
    • Perform regular analysis of utilization rates, ensuring work activity is maximized • Identify opportunities to improve service delivery and overall customer experience through leading automation and process improvement initiatives
    • Ensure there is a Career Development Plan in place for each of the technicians to further develop their technical skills and career path
    • Act as point of escalation, including after hours when assigned, for customer support issues, ensuring action plans are in place and senior management is informed

    Qualifications
    • In depth understanding of a Service Desk / Manager IT Service workflow / ITIL Methodology
    • Fundamental understanding of coaching and people management; 2 years’ experience in a leadership role preferred
    • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
    • Strong problem solving/analytical abilities; Ability to demonstrate a solid understanding of software and hardware, basic network components and technical concepts
    • Proficient in using Microsoft Office, particularly Excel and PowerPoint
    • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment or relevant experience in a technical field • Two years’ previous supervisory experience, preferably in a contact center or technical support center environment


    Summary
    BONUS
    ITIL Certification


    If you are interested in this role, please send your resume to keshmi.desi@randstad.ca



    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
    Our client is looking to hire Managed Operations - Supervisor to overlook any operational active along with providing the team supervision and support daily.
    The candidate must also be able to work any shift, holidays, and weekends.

    If you are interested in this role, please send your resume to keshmi.desi@randstad.ca


    Advantages
    If you are looking to join a challenging team, this is the role for you ! Hybrid structure in place


    Responsibilities
    • Guide and support the professional development of both Level 1 and Level 2 technicians through coaching, mentoring and regular 1:1 meetings
    • Monitoring KPI dashboards and consoles, analyzing patterns/trends and routing it to the appropriate support team
    • Manage the IT Coordinator for scheduling and approving resource conflicts or workload challenges across the team
    • Perform regular analysis of utilization rates, ensuring work activity is maximized • Identify opportunities to improve service delivery and overall customer experience through leading automation and process improvement initiatives
    • Ensure there is a Career Development Plan in place for each of the technicians to further develop their technical skills and career path
    • Act as point of escalation, including after hours when assigned, for customer support issues, ensuring action plans are in place and senior management is informed

    Qualifications
    • In depth understanding of a Service Desk / Manager IT Service workflow / ITIL Methodology
    • Fundamental understanding of coaching and people management; 2 years’ experience in a leadership role preferred
    • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
    • Strong problem solving/analytical abilities; Ability to demonstrate a solid understanding of software and hardware, basic network components and technical concepts
    • Proficient in using Microsoft Office, particularly Excel and PowerPoint
    • Two or Four-year degree in IT-related field or equivalent experience in a Technical Support/Help Desk environment or relevant experience in a technical field • Two years’ previous supervisory experience, preferably in a contact center or technical support center environment


    Summary
    BONUS
    ITIL Certification


    If you are interested in this role, please send your resume to keshmi.desi@randstad.ca



    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.