Services Supervisor
Core
Oversees a globally located team of L1-L2 technicians managing IT incidents for Managed Service clients, specifically within the Canada portfolio.
Role type
Senior IC Technical Team Lead (Services Supervisor)
Builds
Infrastructure Managed Services for external clients
Domain
IT Infrastructure & Managed Services
Required skills
IT infrastructure management, incident management, resource management, client communication, ITSM platform navigation, infrastructure monitoring, root cause analysis, team leadership, project coordination
Preferred skills
ITIL certification, management experience, technical certifications
Technologies
Network, Security, Servers, Virtualization, Public Cloud, ITSM platforms, Infrastructure Monitoring platforms
Responsibilities
Manage day-to-day operations of a global technician team, oversee delivery of incidents/problems/changes/requests, act as first point of contact for client technology matters, monitor SLA attainment, facilitate root cause analysis, coordinate IT requests and service transitions, coach and mentor direct reports
Seniority
Senior, hands-on IC with entry-level leadership
