POSITION DESCRIPTION

Reporting to the IT leadership. The Manager plans, leads and manages the Customer Support Centre function and team. S/he ensures that internal business customers receive exceptional customer service and develops and maintains an effective and efficient support team. The Manager is also the IT service management practice leader for the customer support division, facilitating continuous improvement in IT service management across IT functions. The Manager contributes to service design, service level performance, and continuous operational improvement objectives and initiatives. S/he is responsible for implementing the processes, procedures and tools to execute on objectives. The position is based in Victoria (Client Location).

QUALIFICATIONS