Manager, Admin Support

Job Summary:

The Manager, Admin Support role is a customer service and technical management position. You will interact with D2L employees and customers, manage escalated issues to the point of resolution. The primary focus is to understand customer interactions and how they contribute to customer satisfaction or dissatisfaction. This knowledge will be used to identify the major contributors to customer support experience and drive a continuous improvement program.  

The Manager, Admin Support role can have up to 10 direct reports, ranging from Product Support Analysts to Senior Technical Support Analysts   

How Will I Make an Impact?

• Lead and manage the Global Service Desk Support team where you will be responsible for the operational efficiency and performance of the Admin Support team to provide a best-in-class customer service experience  
• Work in tandem with the cross functional teams, providing support for multi-channel business  
• Define the long-term vision and roadmap for the Admin Support team on both organizational and technology perspectives, aligning with organizational business objectives with emerging customer trends and technologies  
• Develop new and innovative ways to reduce incident volume; identify and implement strategies using modern technology to improve service quality, productivity, and profitability.  
• Establish support team and individual goals aligned with the company’s objectives and work to execute a strategy to achieve those goals.  
• Define, measure, and analyze key performance indicators (KPI’s) to be able to make data-driven decisions  
• Drive the team to meet or exceed defined KPIs for touchpoints and adhere to established SLA objectives growth for retention of customers  
• Make regular reports to senior management on customer pain points and opportunities for improvement within product features. Become the voice of the customer when it comes to internal decision-making  
• Drive continuous improvement to Incident, Problem, and Change management practices where possible  
• Collaborate with Product Development, and other support teams to develop or enhance, customer-facing materials including knowledge base articles and tutorials.  
• Manage resolution of complex technical issues impacting customer service and proactively preventing negative Customer experience  
• Perform periodic customers’ review by talking to customers, measuring customer satisfaction by means of CSAT scores to improve customer service and service offering.  
• Develop programs that will build a culture that increases engagement and development  
• Lead the training and development of direct reports, cross-functional teammates, and internal and external stakeholders to achieve desired results.  
• Assist in the recruitment/hiring process  
• Establish team Goals and Objectives and complete timely reviews as well as annual performance reviews for direct reports  
• Comply with all company policy and procedures and make recommendations for improvements where applicable  
• Drive strong employee engagement through meaningful initiatives  
• Cultivate and maintain positive relationships with customers and internal stakeholders  
• Participation in special projects as assigned  
• Perform on-call duties as required  

What you’ll bring to the role:

Competencies: 

You have a strong technical knowledge of web-based support and can effectively enable team members to support clients across all segments. You can proactively and reactively identify and solve a diverse scope of complex challenges. You have successfully demonstrated the ability to drive key initiatives in order to achieve specific KPI goals, both for specific operational components of the business and for an overall support program.

• 1+ years acting as Team Lead of a support program, with a proven track record of achieving established KPIs OR 5+ years of experience supporting web-based applications in a customer service or help-desk environment
• Practical project managements skills to manage initiatives from beginning to end
• Proficient knowledge of Microsoft Office products for the purposes of completing various initiatives
• Knowledge of current web-based technologies, infrastructure, and concepts
• Strong Customer service, communication, collaboration and analytical skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
• Attention to detail, organizational and time management skills are essential in order to accurately assess complex situations, drive solutions, and balance conflicting priorities in a fast-paced environment
• Conflict resolution and problem-solving skills are required to effectively deal with customers in crisis
• Leverages effective communication skills to accurately and concisely deliver information, provide feedback, and garner support for their initiatives
• Strong understanding of troubleshooting methodology
• Experience leading, coaching or mentoring a technical team is an asset
• Experience or familiarity with Brightspace or other LMS is an asset
• Experience working with a ticketing systems (ie Salesforce) is an asset
• Ability to be on-call in after-hours situations 

Skills: 

• 1+ years supervisory experience acting as Team Lead or Supervisor  
• 5+ years of experience supporting web-based applications in a customer service or help-desk environment  
• Proven experience in customer service, preferably in a cloud-based Learning Management System environment 
• Strong communication skills, both verbal and written, with the ability to interact effectively with customers, colleagues, and other stakeholders. 
• Excellent organizational skills and attention to detail to ensure accurate documentation and timely follow-up. 
• Ability to multitask and prioritize tasks in a fast-paced environment. 
• Problem-solving and decision-making abilities, with a customer-centric approach. 
• Proficiency in MS Office applications (Word, Excel, Outlook).   

Suggested Qualifications/Experience:

• Diploma or Bachelor’s degree in Computer Science or equivalent in relevant field  
• LMS experience – user, administration, and/or support is considered an asset 
• Experience with Salesforce or any other ticketing system is an asset 
• 1+ year of relevant work experience in a similar role. Experience working in a leadership role in a Helpdesk environment is considered an asset