Harris Computer Systems

Manager, Support Services

CA-ON-Ottawa
1 month ago
Job ID
2017-3825
Company
NorthStar Enterprise
Category
Client Support
Supervisory Role
Yes
Percent of Travel Required
20%

Position Overview

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The Manager, Support Services is responsible to lead and manage a team of ten (onsite and remote) individuals that investigate escalated issues within our larger support team. In addition to team management and leadership responsibilities, this role will be responsible for defining, implementing, and monitoring business processes that will lead to efficient ticket resolution with end goals including customer retention and references. The Manager, Support Services also assists our clients with organizing and executing User Group meetings. The Manager, Support Services has an opportunity to make a difference for our customers by attending the User Group meetings and capturing customer feedback to improve our services and products.

Primary Functions

  • Some  financial responsibility for the Support Services group including forecasting & recognition of Maintenance Revenue, 3rd Party Revenue & Departmental Costs
  • Achievement of year over year growth of maintenance revenue
  • Contribute to NorthStar's organic growth initiatives
  • Ensure customers are receiving value for their annual maintenance contracts
  • Set, meet and monitor departmental goals to drive optimal performance within Support
  • Focus on the overall value of customer relationships, including reference-ability, & ways to drive incremental revenues from the customer base
  • Regular process review to improve efficiencies wherever possible
  • Resolving customer service related issues & contribute towards improving overall customer service
  • Understand provisions of maintenance contracts and communicate to customers as needed thereby contributing towards monthly revenue targets
  • HR Responsibilities for the team
  • Travel on occasion, primarily Customer Visits, User Group Meetings and/or Customer Conferences, Business Process Re-Engineering Trips
  • Operational performance improvements to reduce customer call volume and software deficiency items
  • Development and maintenance of appropriate metrics
  • Act as senior point of escalation for customer issues
  • Manage the support database for the current software support ticketing system

Qualifications

General Qualifications:

  • 3-5 years in a leadership position managing a team of 10+ staff.
  • 5 years’ experience working within a software support environment, in a progressive capacity.
  • Exceptional verbal and written communication skills
  • College Diploma in Computer Science or equivalent industry experience is preferred.

 

Leadership Qualifications:

  • Strong team coaching and mentoring skills.  Able to build a high performing team.
  • Able to identify areas for improvement, lead initiatives, gather consensus and drive change.
  • Uses interpersonal savvy to elicit cooperation across departments and organizational levels internally as well as across organizational levels externally.
  • Makes solid decisions based on data, experience, intuition and judgment.

 

Technical Qualifications:

  • Sound knowledge of engagement, delivery and software troubleshooting techniques with a high focus on first call resolution.
  • Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively.
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Utilities background or experience is desired, but not required.

 

Soft Skills

  • Ability to manage competing priorities and set expectations to ensure that all stakeholders are considered.
  • Attention to detail and the ability to grasp concepts quickly.
  • Comfortable presenting and addressing groups of 20-40 people.
  • Occasional travel may be required (potentially as much as 25%); valid passport required.

Company Overview

NorthStar Utilities Solutions (www.northstarutilities.com) is a unique company that has served the utility community in North America and the Caribbean for more than 35 years. We create brilliant products that make every day in our clients' lives more efficient, productive and cost-effective. We pride ourselves on delivering impressive customer service and standing apart as an industry leader. We are always on the lookout for people who crave challenges, embrace technology and grasp complex ideas.

Harris Computer Systems (www.harriscomputer.com) is a wholly owned subsidiary of Constellation and is a leading provider of financial management and Customer Information Systems (CIS) software solutions. Since 1976, Harris has focused on providing feature-rich and robust turnkey solutions to all levels of local government, public power and water entities as well as school districts throughout North America. Harris' focus is on creating long term relationships with our customers and ensuring that we meet the changing needs of our customers over time.

Harris is an EEO/AA/Disability/Vets employer.

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