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Position type: Full Time

Job location: Laval, QC

The Technical Services Manager will serve as the day to day contact to Crescendo clients, translating their priorities and business needs to the Crescendo technical teams. This role requires  excellent client communication, technical acumen and an overall understanding of Crescendo business units. The successful candidate will require the ability to shift gears between client communication, setting team priorities, and establishing requirements.

Main Tasks and Responsibilities

> Lead a team that embodies quality and commitment to service.

> Manage customer expectations with the highest quality of service.

> Achieve global customer satisfaction and productivity metrics.

> Enhance and maintain customer support best practices and processes.

> Drive team to meet and exceed SLA objectives.

> Manage the development of the technical services team.

> Mentor/coach direct reports.

> Improve usage of support resources and increase productivity of the team.

> Create, review and act upon staff performance metrics.

> Ensure accuracy of internal or client facing reports (metrics, KPIs, SLA attainment).

Education and Experience

> 5 years of experience in technical management or in a related area, or suitable combination of education and relevant experience.

> Experience in ITIL and ITSM methodology.

> Demonstrated ability to motivate, support and manage multiple technical resources.

> Intermediate understanding of Windows environments and other common information technology concepts.

> Competencies in MS Office, other ticketing tools and common communications tools.

Key Competencies

> Excellent communication and interpersonal skills.

> Eloquent writing style and the ability to communicate effectively with our most important players.

> Patience, empathy, and the ability to understand customer needs and to provide solutions.

> Desire to work in a fast-paced environment.

> Strong interest in the healthcare IT.

> Fluently bilingual French & English required.