Customer Service Manager - IT

Overview

Manage IT support team, resolve escalations, improve processes, track KPIs.

Key Responsibilities

• feedback analysis
• reporting
• feedback integration
• kpi management
• process improvement
• escalation management

Tasks

-Gathering and analyzing customer feedback to identify trends and opportunities for service enhancement. -Preparing and presenting regular reports on customer service metrics to senior management, highlighting trends and opportunities for improvement. -Collaborating with IT departments to integrate customer feedback into product and service enhancements. -Oversee staff training programs to ensure team members have the necessary skills and knowledge. -Developing and monitoring KPIs to assess team performance and customer satisfaction. -Serving as the primary contact for escalated customer issues, ensuring timely and effective resolution. -Analyzing and improving current processes, implementing best practices to optimize service delivery. -Leading, mentoring and developing a team of IT support professionals, fostering a collaborative and high-performance culture.

Requirements

• servicenow
• itil
• microsoft 365
• active directory
• bachelor's
• 10 years

What You Bring

-Analytical skills to generate insights and drive strategic improvements. -Excellent communication and interpersonal skills, with proven ability to manage relationships and lead teams effectively. -Experience with help desk software such as ServiceNow or equivalent. -Familiarity with project management methodologies. -Proficiency in customer service software and tools. -10 years of experience providing IT customer service management -Bilingual French language skills are an asset. -Strong understanding of IT support processes and technologies, including Microsoft Suite, Microsoft 365, and Active Directory. -Bachelor’s degree in Information Technology, Business Administration, or a related field. -ITIL or other relevant certifications.

People Also Searched For

Benefits

-Disability Insurance -Employee Assistance Program -Competitive starting pay -401k with company matching & retirement contribution -On-the-job training -Life Insurance -Paid vacations and holidays -Employee Stock Purchase plan -Benefits starting Day 1

About West Fraser

-Supplies essential building materials to residential, commercial, and industrial construction markets. -Known for producing oriented strand board (OSB), plywood, and treated wood products for diverse applications. -Financially robust with listings on the Toronto Stock Exchange and consistent revenue from international markets. -Projects range from homebuilding materials to industrial-grade timber solutions across infrastructure sectors. -Stands out for vertically integrated operations, owning forests, mills, and distribution in a tightly controlled chain. -Merged with Norbord in 2021, expanding its engineered wood segment and European footprint significantly.

Sector Specialisms

Security Clearance

-pre-employment background check and drug screening required.