Managed Services Support Lead

Elantis Solutions

  • Edmonton, AB
  • Permanent
  • Full-time
  • 5 days ago
Are you looking to grow with a company that puts people first? Where you collaborate daily with colleagues to create real solutions?Skyrocket your career with Elantis! Certified as a Great Place to Work®, Best Workplace™ for Today's Youth, and Best Workplace™ for Inclusion, we're looking for a passionate and driven Managed Services Support Lead to work with our Edmonton team.Here are some of the great things you can expect from Elantis:
  • Competitive salary and comprehensive extended health benefits, fully paid by Elantis.
  • Mentorship, training, and ongoing opportunities for development to fuel your career growth and build your expertise.
  • Relaxed environment with a casual dress code, community involvement opportunities, and lots of fun social events.
  • Any excuse to celebrate our successes with lunches and treats - which is pretty often!
  • Free access to an on-site fitness facility.
This position is located in our downtown Edmonton branch with the option for hybrid work.The Ideal CandidateAt Elantis, employees' cultural fit and alignment with our values are the most important factors in selecting a successful candidate. We are guided by our Core Values of Own the Experience, Focus on People, and Do the Right Thing. You're a great fit for our team if you:
  • Want to work closely with a talented team to create innovative solutions for customers and contribute to a vibrant work culture.
  • Proactively offer solutions, think outside the box, and are confident in bringing your ideas forward to overcome obstacles and make a positive impact.
  • Are comfortable with ambiguity and willing to seek direction if you need it.
  • Are a lifelong learner. You're curious, learn quickly, and enjoy mentoring to help others grow their career while you grow yours.
  • Can move easily from project to project and juggle competing priorities with ease.
  • Want to create an exceptional experience for customers, colleagues, and yourself.
  • Enjoy collaborating with colleagues in-person to share ideas, solve problems, and celebrate together.
  • Proactively providing support and mentorship for your team with regular check ins, additional learning, and offer guidance for best practices.
The RoleAs a Managed Services Support Lead at Elantis, you'll be responsible for:
  • Actively growing Elantis Managed Services Support revenue through new customer acquisition and growth within current accounts.
  • Building new client offerings and maturing existing processes to meeting customer needs and grow the managed services practice.
  • Acting as the primary customer-facing contact for all support clients.
  • Overseeing the support team to ensure alignment with customer needs, processes, and organizational goals.
  • Proactively managing and reporting KPIs both internally and externally.
  • Monitoring and resolving incoming tickets.
  • Following client requests through to completion while providing exceptional customer service.
  • Communicating effectively with customers to understand incidents and requests.
  • Leading presentations to internal and external stakeholders.
On the technical side, here are some of the skills and experience we're looking for:
  • Three or more years' experience managing support teams, maturing processes, and increasing revenue.
  • Experience in consulting roles with strong problem solving, analytical, and relationship building skills.
  • Experience with the Microsoft stack, in particular SharePoint, the Power Platform, Dynamics 365, and Dataverse.
  • Demonstrated leadership, interpersonal, and communication skills, enabling you to present to C-level customers and the Elantis leadership team.
  • In depth knowledge of incident management and other help desk best practices.
  • Meticulous reporting and proactive decision making.
  • Degree in Computer Science, or related business field. Other complementary certification paths are an asset (e.g., ITIL, Microsoft certifications, etc.)
Elantis gives you the opportunity to make a real impact in your work with clients and our internal team. We welcome candidates in the Edmonton area to apply today!

Elantis Solutions