MNP LLP

  • Manager, Support Services

    Position ID
    2018-4406
    Position Type
    Full Time
    Position Location(s)
    CA-AB-Calgary
  • DIFFERENT BY DESIGN

    At MNP we pride ourselves on being different – it’s our entrepreneurial drive that sets us apart. It’s the same drive that’s helped us become Canada’s fastest growing national firm. We foster collaboration, value your ideas, promote based on talent, live balanced lifestyles and make time for FUN. We are one firm, one team, collaborating to support you wherever you want to take your career.

     

    Join the momentum. We are currently seeking a Manager, Support Services for our growing Technology team. MNP is a leading national accounting, tax and business consulting firm in Canada. Driving innovation throughout the firm, our Technology team provides industry-leading solutions that enable MNP to better serve our clients and people. We deliver on the strategic needs of service lines, industry and specialty groups, and operations at all levels throughout the firm. Our specialists develop, enable and support initiatives that allow MNP to deliver client service, collaborate, communicate and operate reliably and efficiently.

     

    RESPONSIBILITIES AND QUALIFICATIONS

    Performance Expectations

    • Lead a team of multi-disciplinary technology staff including application support and help desk team members
    • In collaboration with senior leadership, structure support services operations to optimize and enhance technology support and foster a service culture
    • Oversee a high-volume technology ticket system, ensuring timely and service-oriented response targets are met
    • Performance manage and mentor team members to ensure excellent customer experience and adherence to established best practices
    • Develop relationships with regional technology managers to foster collaboration, continual service and business process improvement
    • Prioritize work efforts and initiatives for the National office help desk and application support team
    • Identify opportunities to increase service level commitments and decrease risk
    • Facilitate meetings with internal clients to facilitate decision making on issues
    • Assist in the resolution of escalated or complex issues

    Credentials

    • Bachelor’s Degree in Business, Computer Science or Management Information Systems
    • Eight (8) years of experience working within a customer service help desk environment, with at least four (4) years of direct managerial experience
    • Sound understanding of IT service management, service desk, reporting and development of key performance indicators in a client service oriented environment
    • Demonstrated ability to work well under pressure
    • Leadership capabilities and mentorship experience
    • Broad technology experience in multiple platforms
    • Experience working within professional services considered an asset
    • Flexibility and willingness to travel approximately 10-15% of the time

    Core Competencies and Personal Characteristics

    • Integrity – professional whose honesty, integrity, confidentiality and high ethical standards contributes to effective leadership and optimal business relationships
    • Energy – displays enthusiasm, optimism and passion while maintaining a high level of productivity and a balanced lifestyle
    • Diversity – understands the importance of different backgrounds, perspectives and experiences and is respectful of individual differences
    • Communication – effectively expresses ideas and conveys information in business writing, conversations and interactions with others that make an impact and persuade their intended audience(s)
    • Client Service Excellence – understands the importance of quality client service, proactively identifies client needs and creates strategies to proficiently serve clients
    • Business Development – looks for and seizes profitable business opportunities while focusing on the ability to gain increased presence in the community
    • Forward Thinking – anticipates the implications of situations, takes appropriate action as needed and prepares for possible contingencies
    • Agility with Change – initiates, sponsors and implements change by taking a facilitative catalyst role
    • People Management & Leadership – goal-driven leader who effectively manages self, others and teams to achieve goals
    • Coaching – takes responsibility for one’s own and team members’ performance by setting clear goals and tracking progress against those goals, promptly addresses performance issues, is highly organized and uses personal judgement and decision making

     

    TOTAL REWARDS

    MNP encourages a balanced lifestyle and offers benefits that suit the way our team members work and play! In addition to a competitive salary, our total rewards package includes paid personal days, wellness program initiatives, health and dental benefits, a group pension plan with matching contribution, firm sponsored social events and professional development assistance.

     

    MNP proudly serves and responds to the needs of our clients in the public, private and not-for-profit sectors. Through partner-led engagements, we provide a collaborative, cost-effective approach to doing business, with innovative strategies to help organizations succeed across the country and around the world.

     

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