Admin Support Manager

Summary

Join D2L's Talent Acquisition team as a Manager, Admin Support, a customer service and technical management role. You will lead a team of up to 10 direct reports, providing best-in-class customer service and driving continuous improvement. Responsibilities include managing escalated issues, defining the team's long-term vision, developing innovative solutions, and analyzing key performance indicators. You will collaborate with cross-functional teams, manage complex technical issues, and regularly report to senior management. The role requires strong technical knowledge, project management skills, and proven experience leading a support team. D2L offers a competitive salary and benefits package.

Requirements

• 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
• 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)

Responsibilities

• Lead and manage the Global Service Desk Support team
• 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

Preferred Qualifications

• 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
• 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

Benefits

• Wellness Subsidy
• Equity Grants
• Variable Incentive
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne