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IT Service Manager

Niagara Falls, Ontario · Information Technology
IT Service Manager
Niagara Falls, ON
Full-time, Permanent

Our growing Canadian Owned leader in the systems integration is seeking a skilled IT Service Manager to join their team in Niagara Falls, On.

The Role:
Reporting to the Operations Manager and in cooperation with the Sales Engineering, and Integration teams, the IT Service Manager will be responsible for managing all service and support, with key focus on break/fix incidents, system updates, project warranties, working directly with priority level SLA clients. In addition, to provide service excellence to our client with continuous contributions in making ongoing improvements to our internal processes and client programs

The Ideal Candidate:
The ideal candidate is required to lead by example to direct and manage the performance of all service team members. Service team members include daytime and after-hours Service Coordinator, Advanced Remote Support Specialists, remote and field service technicians.
  • 10+ years of experience in audio visual industry and/or information technology, inclusive of installation experience, is required.
  • Technical degree, certifications and experience with networked systems, home & office control/automation, audio video, surveillance, and access control products are required.
  • Strong managerial, leadership, and communication skills are required.
  • Crestron, Control4, Lutron and access control experience an asset.
  • Operation and Management of ticket-based ERP systems is an asset.
  • Familiarity with mobile applications and tools
  • Financial Management, Billing, and Reporting
  • Superb customer service and solution oriented
  • Ability and will to meet challenging deadlines.
  • Ability to manage confidential information with tact and diplomacy.
Why you should join the team:
  • We are a family-based environment, with an experienced team of audio-visual professionals.
  • We offer an opportunity for career growth and professional development.
  • Located in the beautiful Niagara Region, Ontario
  • 80,000 to $95,000, commensurate with experience
  • Performance-based incentives
  • Four (4) weeks of vacation
  • Competitive health benefits
  • Travel allowance
  • Discounts on personal electronics purchases
Your Impact:
  • Lead and manage accountability for the service department.
  • Work with Chief Technical Officer in the development & training plans for technical resources and client support.
  • Oversee agreements (SLAs), service tickets, system and/or component update/upgrade projects for Design Electronics key clients.
  • Provide technical support and escalation path for key Clients and service team members.
  • Oversee and manage resources for afterhours “Tech On-Call” program for mission critical/concierge clients.
  • Client billing, financial management, and reporting.
  • Product management, including acquisition, deployment, RMA, bench testing, and repairs.
  • Oversee time management for all service team members.
  • Work in cooperation with Sales in the offering/quoting/promoting service level programs to new clients.
  • Maintain clear and concise service, support, and agreement level records.
  • Hold weekly department meetings and participate in operational level meetings, initiatives, and internal projects/programs.
  • Perform other duties as assigned based upon business needs.

Thank you for your interest in this job posting.

We look forward to hearing from you.

TalentSphere Staffing Solutions


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