Manager, Technical Support
Chartwell Retirement Residences
Mississauga, ON
Interested in a career that makes a meaningful difference in the lives of others? One where you are valued and respected, listened to, and empowered to live up to your potential? If so, Chartwell Retirement Residences is the place for you.

We are always looking for empathetic, positive and passionate individuals committed to Making People's Lives Better. With over 200 residences across Canada, we have an opportunity for you that will make a difference in your life.

The Manager, Technical Support (BSSC) will be responsible for leading both senior and onsite teams of multidisciplinary analysts who assist our homes to execute business processes and efficiently use our systems. The BSSC team provides our residences with 24/7 support for technical challenges – both business process and system related – that our homes may encounter.

The Manager, Technical Support will be responsible for the review and response to all technical escalations from the front line support and customer service team, their related challenges and as such must have a strong passion for customer service and the necessary technical skills to guide our technical support team to providing a best in class experience for the employees of Chartwell.

The scope of end-user technology under the support of the Manager, Technical Support includes technologies and services at all Chartwell locations nationally including residences and corporate offices, virtual call center and mobile devices. Business process support scope includes but is not limited to: Finance systems, CRM, call centre (VoIP) and Google Premier Business Applications deployed both in-house or as SaaS and Cloud-based computing models. Field-based systems such as emergency call, building automation, phone and security systems also fall under the support umbrella of the BSSC.

The responsibilities of this position include but are not limited to the following:

Job shadowing and mentoring of senior and onsite analysts providing technical support and escalations of a technical nature
Review of analyst incident management lifecycle and documentation to meet quality standards and enforce efficient processes and priorities.
Scheduling and quality review of all onsite support activities
Problem management and escalation to solutions architecture teams
Escalation response for customers escalating technical support quality and complexity concerns
Participation in support queues during high volume or service disruption events
Reporting on escalation and time to resolution statistics
Maintenance of technical support guides and knowledge base documentation
Maintenance of a future Configuration Management Database (CMDB)
Review of recorded support calls to identify customer service and technical or procedural improvement opportunities.
Relationship management of all technical support vendors and service providers
First point of escalation for all On Call support activities

The ideal candidate will possess:
7 - 10 years of progressive and pertinent Information Technology support experience working in an environment of comparable complexity;
Team leadership experience
Demonstrated experience managing a team, providing business process and functional how-to support in addition to traditional technical support;
Experience in managing outsource service providers;
Proven team leader and team builder with ability to motivate people and foster a positive team environment;
Industry experience (a definite asset);
Strong analytical and problem-solving skills, strong process and work organization rigor and discipline; proven ability to translate user
difficulties into sustainable solutions;
Thorough understanding of Internal controls, including but not limited to IT general controls;
College or University degree in Computer Science and/or Information Systems or equivalent work experience.
ITIL certification, Internal Controls – COSO or other framework, or applied knowledge
Strong Customer Service skills, understanding the “Lens of the customer”
Strong verbal and written communication skills
Preference given to bilingual French/English candidates;
Citrix 7
Service Now ITSM
Microsoft Office 2010+
Microsoft Windows 7+
Google Apps for Business (G-Suite)
AirWatch MDM & iPhone\iOS
Avaya IP Office
IT Service Desk Tools (Bomgar Remote Support, PRTG Monitoring Tools, LanSweeper)
Industry Solutions (Yardi, PointClickCare, etc)
Business Systems (Oracle Hyperion, Human Capital Management)