Req Id: 65587
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential. To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team. The Information Technology team develops and maintains Bell’s internal systems and applications while also developing integrated technology solutions for customers across all lines of business.
The team manages Bell’s IT Infrastructure and the service availability of over 700 applications, including mission critical billing and service systems. The IT delivery teams drive the IT Work Program with over 60% of IT capital invested in initiatives that support business unit priorities and Bell’s strategic imperatives.
Are you a seasoned Manager with strong Leadership and Project Management skills? Do you enjoy leading initiatives, working in a fast paced environment?
Are you looking for a role that is fast paced and is exposed to different levels within the organization? If you answered an enthusiastic ‘Yes’ to the above, this role could be for you!
The IT Infrastructure Team is looking for a highly motivated, experienced Manager to support projects and initiatives that enhance performance and quality within the IT Help Desk.
Job Responsibilities:
- The successful candidate will work with the Senior Manager IT Systems & Support, partnering with both Bell and External teams within IT, to drive superior Help Desk performance.
Job Duties/Accountabilities:
- The successful candidate will be accountable for the following:
- Provide Leadership to Help Desk projects, working with various teams, to improve efficiency, quality & customer experience.
- Participate in meetings with our Help Desk vendor (CGI), driving performance around key Operational metrics.
- Work with multiple teams to reduce call & ticket volumes to the Help Desk.
- Complete reporting requirements, including analysis and presentations for various audiences.
- Act as Escalations contact for Bell, working through escalations process with Help Desk (CGI) and Bell teams.
Critical Qualifications/Competencies:
- Excellent Problem Solving skills and a natural innovator and leader.
- Very strong tolerance to ambiguity and change, autonomous.
- Ability to make quick quality decisions and assume leadership role during stressful situations.
- Success-oriented and process driven attitude with a drive to win for our customers.
- Self Starter, with a high degree of initiative and positive, can-do attitude.
- Very strong interpersonal and enhanced communication skills; excellence with both written and verbal communication, ability to successfully interact at all levels.
- Demonstrated ability to influence others successfully.
- Ability to negotiate and vendor manage.
- Sound Business acumen.
- Meticulous attention to detail.
- ITIL process knowledge; Service Management, Incident and Problem Management.
- Advanced use of MS Office suite of products (Word, Excel, PowerPoint and Visio).
Preferred skills / Competencies / Experience:
- 3+ years of related work experience within IT Infrastructure management
- Project Management experience
- Knowledge of applications within Bell’s Wireline & Wireless IT environment
- Knowledge of Bell Help Desk Ticketing system
- Strong analytical thinker
TC:ITN
BCE:WKP #Feature *LI-SG
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Application Deadline: 02/23/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga