About this role
ECAM is looking for talented individuals like you! Be the next Supervisor, Remote Service.
Responsible for leading a team of remote support engineers that provides 24/7 IT support services. The supervisor oversees daily operations, team performance, service delivery, project execution, and continuous process improvement while serving as a key point of contact for US stakeholders.
Job Highlights:
-Day 1 HMO for you and two (2) of your dependents.
-Annual and Performance Based Salary Increase
-Additional Leave Credits
Duties & Responsibilities:
• Planning of IT Service activities and processes.
• Tracking and oversight of the team’s performance.
• Manages projects, timelines adhering to budgets and assigning staff members.
• Manage and assess the performance of the support team members.
• Collaborate with the other teams for project and process improvements.
• Supervise support engineers to make sure all are adhering to the process and giving proper support to the users 24x7.
• Generates and analyzes customer trends, recurring incidents, root-cause analysis to provide service improvement.
• Provide support for critical and major incidents.
• Primary contact for North American counterparts.
• Accountable for projects and build outs done by the support engineers.
• Conduct regular team meetings.
• Submit reports regularly.
• Grow the technical skillset of his/her peers through peer mentoring, coaching, training, etc.
Qualifications:
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
• At least 5 years of experience in IT Service Desk, Technical Support, Infrastructure Support, or Managed Services, with a minimum of 2 years in a supervisory or leadership role.
• Strong understanding of IT service management principles, incident management, problem management, change management, and service delivery best practices.
• Experience leading and managing technical support teams operating in a 24/7 support environment.
• Proven ability to manage projects, prioritize workloads, allocate resources, and deliver results within established timelines and budgets.
• Demonstrated experience in performance management, employee coaching, mentoring, and talent development.
• Strong analytical and problem-solving skills with experience conducting root cause analysis and implementing process improvements.
• Knowledge of IT infrastructure technologies including operating systems, networking, cloud services, virtualization, and enterprise applications.
• Experience working with ticketing systems, service management platforms, and monitoring tools.
• Proven track record of managing critical incidents, escalations, and customer-facing service issues.
• Excellent communication, presentation, and stakeholder management skills, with the ability to collaborate effectively with North American and global teams.
• Strong organizational skills with the ability to generate reports, analyze service metrics, and provide actionable recommendations.
• Customer-focused mindset with a commitment to delivering high-quality support and improving customer satisfaction.
• Ability to work in a fast-paced environment and effectively manage multiple priorities simultaneously.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Outlook.
• ITIL Foundation Certification or other IT Service Management certifications.
• PMP, CAPM, Agile, Scrum, or other project management certifications.
• Experience working with US-based clients or stakeholders.
• Experience in managed services, shared services, or outsourced IT support environments.
• Knowledge of service level agreements (SLAs), key performance indicators (KPIs), and operational reporting.
• Experience driving continuous improvement initiatives and implementing service delivery best practices.
• Willingness to work onsite.
• Flexibility in work schedule.
Why join ECAM?
At ECAM, we invite you to make a difference. Take over a position that creates community impact.
Get to work with skillful team members and experience limitless growth.
Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.