Team Lead, Managed Services, Epic
Team Lead, Managed Services, Epic
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Job Description
A proud part of the Bell MTS family of companies Epic specializes in delivering a full suite of IT services to help Manitoba businesses succeed. Whether our customers are looking for managed cloud or professional services they can count on our team of technical experts to deliver the solution that is right for them.
New employees at Epic enter a dynamic workplace operating in a sophisticated high-technology industry. To put it simply we challenge our people every day to embrace change and innovation. We also recognize that talented creative people have many options when choosing where to pursue their careers. Our company offers a wide variety of career development paths and we constantly invest in our people.
The bottom line: were looking for innovative flexible team-oriented individuals with an appetite for the excitement and constant changes of the IT industry.
Summary
We are searching for a leader to join our Managed Services team at Epic and help us provide world-class IT solutions to our clients. This is an exciting role to lead a team of highly skilled technicians and oversee the delivery of end-user IT support remote management and monitoring of clients IT infrastructure and the design of next-generation IT systems that enable our clients to be more productive collaborative and keep their business data secure.
Key Responsibilities
- Manage a team of highly skilled IT technicians to ensure effective resource utilization and deliver on our commitments to clients
- Support your team by providing them with timely feedback coaching and training. Coordinate regular discussions with staff about their recent performance development and career objectives
- Recruit quality IT talent into the team by leading the hiring process and conducting interviews with candidates
- Assign & direct service activities and tickets amongst your team with a focus on resolution time and customer satisfaction (measured by CSAT feedback)
- Develop plans and objectives for client accounts to ensure we are providing them with the best service and technology advice. This includes but is not limited to technology roadmaps vulnerability assessments and scheduled maintenance
- Be the escalation contact for clients and employees to help resolve issues delays or correct unsatisfactory work
- Work alongside our service delivery managers to deliver scheduled account reviews to clients including material preparation gathering information & stats for the account and presenting this information to clients in scheduled meetings
- Implement new tools & processes to improve efficiency of the team and ultimately enhance the service we provide to our clients
Critical Qualifications
- A post-secondary degree diploma or an equivalent combination of work experience and education/certification
- An exceptional team leader capable of motivating and inspiring technical teams to deliver quality work
- Prior experience working for a managed service provider cloud provider or IT service provider
- At least 5 years experience in an IT Operations environment encompassing desktop server network cloud technologies security operations and infrastructure monitoring and management
- Prior experience managing teams of technical employees
- A deep understanding of customer service and helpdesk with prior experience managing a service desk or call center preferable
- Experience and skill in project management concepts and best practices
- Proficiency in ITIL and IT service management practices is an asset
#EPICjobs
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Manitoba : Winnipeg
Work Arrangement: Hybrid
Application Deadline: 01/05/2025
For work arrangements that are Hybrid successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued respected supported and that they belong.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: Canada MB Winnipeg
Bell one of Canadas Top 100 Employers.
Employment Type
Full Time
