Service Manager
Broadband Communications North - Winnipeg, MB

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The Service Manager will work in an ITIL framework and is responsible for critical incident management and resolution as well as problem and change tickets. A high degree of organization is essential. The Service Manager must have excellent supervisory and time management skills as they will be organizing a group of technicians (or contractors) to correct network issues and resolve network problems on a daily basis. The Service Manager will also be responsible for ensuring that internal and external helpdesk operations operate efficiently and effectively.
Candidate should have 3+ years demonstrated management experience in a related field. The candidate must possess a valid driver’s license.
Position Responsibilities:
Project Management (40%)
 Incident Management: Incident Management is defined as an immediate act that works to resolve an emergency (or outage) on any part of BCN’s physical network that disrupts BCN’s physical network and/or the customers’ ability to receive, access, and/or utilize service.
 Responsible for immediately organizing the repair of emergency outages pertaining to network failures in order to maintain service level commitments and network operations
o Analyze the incident with technical team , and develop course of action
 Problem Management: Problem Management is defined as a proactive and strategic approach to prevent the occurrence (or reoccurrence) of incidents through ensuring sites meet the standard design and proper maintenance is conducted.  Responsible for ensuring that the network adheres to standard site design o Evaluation of existing physical network infrastructure versus standard site design o Identify areas that need to be improved to bring a site up to the standard design  Responsible for ensuring that maintenance of physical infrastructure is performed o Prepare a maintenance schedule for all physical infrastructure (this includes, but is not limited to, towers, shelters, satellite equipment, network equipment)
 Coordinate Installation Services:  Responsible for organizing the installation of customer premise equipment; in order to provide retail or enterprise services
 If applicable, conduct emergency or standard change order procedure
 Prepare work orders that support the approved change order
 Ensure hardware and materials are available and configured by technical team
 Dispatch BCN technicians and/or contractors as required
REV: SEPT 21, 2013 | 2
 Ensure that clients (and staff) impacted by scheduled events are properly notified in advance before work
begins and are aware of changes that may impact them
 Update affected parties routinely during the process of completing the work
 Provide oversight for work scheduled ensuring that work is conducted as required by submitted work order
 Document the work completed and notify internal departments for follow-up if necessary
Help Desk Coordination (40%)
 Provide leadership, guidance, coaching, and support to all staff in regards to the OTRS application
 In general, assist managers with coordinating help desk activities on a daily basis

  • Assist with the development, documentation, and training of procedures for the help desk

 Monitor office ticket workload and follow up with staff to balance workloads
 Re-assign tickets as necessary
 Review tickets for quality control. Follow up with staff if ticket quality is unsatisfactory

  • Provide coaching on how to improve the quality of tickets to all office staff
  • Escalate persistent quality issue to management for review

 Provide recommendations on how to improve BCN’s help desk operation
 Provide reports (and analysis) to management as required
Administration (20%)
 Develop client relationships in order to provide excellent customer service and support
 Develop vendor relationships in order to fulfill technical service and network requirements (For example, tower
climbing, data cabling, etc.)
 Update ticket information using the OTRS system
 Participate as a regular member of BCN’s Technical Committee meetings

  • Participate in planning as a member of the management team, providing insight into technical

discussions or decisions:

  • Identify and develop any procedural or function gaps in the operation of technical services

 Provide timely reports as required by the Executive Director
Knowledge, Skills, and Abilities (required for satisfactory job performance):
 Knowledge of basic construction methods and practices
 Working knowledge of computers and networking
 Ability to operate tools, components, and peripheral accessories
 Ability to read and understand technical manuals, procedural documentation, and OEM guides
 Ability to understand BCN’s network and how it operates (with training)
 Ability to perform basic network troubleshooting
 Ability to work in a team-oriented, collaborative environment
 Ability to understand organization’s goals and objectives
 Ability to effectively prioritize and execute tasks in a high-pressure environment
 Ability to mentor and organize people
 Effective interpersonal skills and relationship-building skills
 Effective written and oral communication skills
 Effective analytical and problem-solving abilities, with keen attention to detail
 Demonstrate self-motivated behavior
 Demonstrate positive, professional attitude when working with clients and peers
Work Conditions:
 Available for on-call work – evenings, weekends, and statutory holidays
 Available for travel to northern and remote First Nation communities (small planes, helicopter, hovercraft)
 Sitting for extended periods of time working with computers and electronic devices
 Dexterity of hands and fingers to operate hand and power tools, and to handle other computer components
 Lifting and transporting of heavy to moderately heavy objects, such as computers and network equipment
 Follow safety instructions when using electronic devices