Manager IT Support - (Evenings)

What is the Opportunity

We are seeking an experienced and skilled TSS Desk Manager to lead our Technical Support Services (TSS) team. The successful candidate will be responsible for coaching and developing a team of 10-17 Technical Support Analysts managing the day-to-day operations of the TSS desk ensuring timely and effective resolution of technical issues and providing exceptional customer service to our clients. The TSS Desk Manager will also be responsible contributing to the development and implementation of processes and procedures to improve the overall efficiency and quality of the TSS function. Evening Shifts 9 pm to 5 am EST Sunday to Thursday (off Friday and Saturday)

What will you do

• Manage the TSS desk ensuring that all technical issues are resolved in a timely and effective manner
• Coach and support Tech Support Analysts to achieving key KPIs such as Productivity Quality Service and Schedule Adherence and follow the performance management process if necessary.
• Provide leadership and guidance to the TSS team including mentoring coaching and development of team members
• Develop and implement processes and procedures to improve the efficiency and quality of the TSS function
• Ensure that all TSS team members are aware of and adhere to established policies procedures and service level agreements
• Collaborate with other teams such as engineering and operations to resolve technical issues and improve overall service delivery
• Analyze and report on TSS metrics including ticket volume resolution rates and customer satisfaction Develop and maintain relationships with key stakeholders including clients vendors and internal teams
• Stay up-to-date with industry trends and emerging technologies and apply this knowledge to improve the TSS function Ensure that all TSS activities are performed in accordance with established standards policies and procedures

What do you need to succeed

Must have:

• 3 years of experience in a technical support or service delivery role with at least 1 year of experience in a leadership or management capacity
• Coaching experience in a high- volume environment where team is striving to achieve KPIs
• Excellent communication interpersonal and leadership skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Strong analytical and problem-solving skills with the ability to think critically and outside the box Ability to deliver effectively through direct management and influence

Nice to have:

• Strong technical knowledge including experience with IT service management frameworks and technologies
• Experience with IT service management tools such as incident management problem management and change management

Whats in it for you

We thrive on the challenge to be our best progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other reaching our potential making a difference to our communities and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits competitive compensation commissions and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic collaborative progressive and high-performing team
• A world-class training program in financial services
• Opportunities to do challenging work

#LI-POST

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best effectively collaborate drive innovation and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect belonging and opportunity for all.