Manager, Global Support Help Desk

We’re a naan traditional company…

Summary

As the Manager – Global Support, you will report to the IT Support Director and lead the global support team (L1). Your main duties will include evaluating, assigning, and resolving all tickets for the company in a timely manner. You will also work with the Level 2 teams and ensure a smooth and efficient call/ticket intake process, as well as a high first call resolution rate. Additionally, you will collaborate with other IT departments to enhance the teamwork and ticket handling across the organization.

What FGF Offers:

• FGF believes in Home Grown Talent, accelerated career growth with leadership training.  Unleashing Your Potential 
• Competitive Compensation, Health Benefits, & a generous flexible medical / Health spending account
• RRSP matching program
• Tuition reimbursement
• Discount program that covers almost everything under the sun - Restaurants, gyms, shopping etc. 

Primary Responsibilities

• Responsible for managing Global Support Team onsite and remote.
• Developing and implementing call intake strategies and operations to meet company objectives.
• Monitoring and evaluating agent performance, providing coaching and training to improve quality and efficiency.
• Successfully manage and resolve escalated customer support issues individually and through collaboration with team members.
• Setting and tracking call center targets for speed, efficiency, and customer satisfaction.
• Responsible for timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high.
• Build out a system of accurate and updated documentation for all support processes, procedures, and best practices.
• Serve as escalation point of contact and mentor to of all Tiers of support team members.
• Prepare, develop, and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team.
• Ability to work independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others.
• Perform on-site and remote user technical support.
• Maintains excellent communication with all FGF team members on all tasks and projects.
• Provides emergency on-call support.
• Available to work evenings/weekends.
• Performs other duties as assigned.

Required Experience

• Post-Secondary education in computer science or related discipline
• Knowledge of ITIL Foundations & standards
• Minimum 3-4 years of experience in a similar role
• Knowledge of current Microsoft desktop and server operating systems
• Advanced knowledge of Office365
• In-depth experience with Active Directory and exposure/knowledge of MS Azure

Core Competencies

What is the recipe for a great career at FGF?

Working at FGF Brands, there is never a dull moment! As a successful company that is continually growing there is always challenging yet rewarding work to be a part of. We have an entrepreneurial spirit which encourages all our team members to use their own creativity and out of the box thinking to come up with solutions and new ideas.

Disclaimer: The above describes the general responsibilities, required knowledge and skills.  Please keep in mind that other duties may be added or this description may be amended at any time.

IT

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