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Manager, Technical Support

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Department: Information Technology
Location: London, Ontario


Company Overview:
EK3 is a full-service In-Store Digital Merchandising provider operating in all 10 Canadian provinces & 3 territories, 32 U.S. States, Ireland, England, Sweden, Spain, Denmark, Finland, Italy, Algeria, and United Arab Emirates. Treating each store as a unique marketing entity and pioneering the concept of Smart Store NetworksTM, EK3 specializes in SaaS-based solutions, deployment and technical services, strategic planning, content creation and media sales. With well over a decade of research and development experience, EK3 has deployed some of the world’s biggest and most complex digital networks using proprietary state-of-the-art technology and patented software.
Position Summary:
This position is responsible for leading and managing a team of Level 1 and Level 2 Technical Support Analysts that provide telephone, email, and web interaction support to EK3 clients and client helpdesks.  Approximately 50% of time will be allocated to people management activities including:  goal setting, coaching for performance, training, and development of technical skill sets. 30% of time will be allocated to trouble shooting and resolving escalated problems and situations. The remainder 20% will be allocated to enhancing support relationships with EK3 clients, and developing and executing continuous improvement initiatives for the Help Desk to provide greater efficiency and customer responsiveness.
Position Responsibilities:
  • Ensure that the Help Desk is appropriately staffed and delivers the highest quality of technical support to EK3 customers that meets and/or exceeds our Service Level Agreements.
  • Provide ongoing people management leadership including:  hiring, setting goals and objectives, coaching for performance, training and development and performance management for Levels 1 and 2 on the Help Desk.
  • Troubleshoot escalated calls and situations and resolve customer problems in a timely manner.
  • Work collaboratively with other EK3 departments to capture lessons learned and follow up where required to ensure that root causes are identified and fixed to prevent repetition of problems.Identify gaps in processes, tools and infrastructure on the Help Desk and manage continuous improvement initiatives for efficiencies and customer responsiveness.
Education and Experience:
University or College degree in a relevant technical discipline such as networking, systems administration.
5 years’ in a technical support organization with direct focus on technical support responsibilities, and at least 3 years’ people management experience including hiring, performance management and training.
Compensation and Benefits:
EK3 offers a competitive compensation package including employee bonus plan, a comprehensive  benefits plan (drug, dental, vision) and a group retirement savings program.

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