Support Manager at Avanti Systems in Toronto, Ontario

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Support Manager – Avanti Computer Systems Limited

Location:
Toronto, Ontario

Position Overview:
We are searching for an experienced software support manager to be a key member of our management team. In this role you will plan, motivate and coordinate our Support department’s personnel and their daily functions. This role requires an inspirational and hands-on people leader who can leverage best practices, process, and metrics to ensure superior results continue.

This is an ideal role for an experienced support leader that enjoys working with a growing and talented team that supports print shops using the Avanti MIS system.

Additional Responsibilities:
• Develop departmental goals, manage and motivate support staff
• Develop, improve and maintain policies and procedures
• Conduct short range planning sessions and ensure that support resources and processes are sufficiently implemented and maintained.
• Act as a management point of escalation for customer accounts within the Support organization, ensuring all appropriate steps have been taken to meet a customer’s needs.
• Develop and implement effective support structure
• Ensure clients maintain up-to-date software and that information regarding software releases is communicated effectively.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships

Job Qualifications:
• An understanding of the “Services Business”
• Bachelor of Science in Computer Science or Information Technology or related degree.
• Minimum 3+ years Technical Support Experience within the software industry
• Minimum 3-5 years management and/or supervisory experience
• Strong experience with databases preferably SQL and web technologies
• Excellent customer interpersonal/presentation, written, and verbal skills.
• Proficient with Support/Help Desk concepts, practices, and procedures.
• Experience in web based technologies, relational database and client/server
• Strong analytical skills




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