Solutions Support Manager (Edmonton)

The Need

We are looking to add a Solutions Support Manager to our growing team. The Solutions Support Manager is focused on two things: client relationships and support delivery. Your day-to-day role will be to ensure that service level agreements are met, procedures are followed, and requests from clients are facilitated. You will be the primary go-to responder during critical events and coordinate response, and you will work with a team to provide a full set of IT management practices to ensure clients are well taken care of. A passion for technology is a must; this role is best suited for those with MIS backgrounds but it is not required.

Responsibilities

• Monitor and manage support queues for incident and resolution within SLAs.
• Track incident resolution end-to-end.
• Maintain and enhance support procedures and documentation for each client.
• Meet with clients to review support performance and collaborate on current request...