Supercharge your career at Nucleus Networks!

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We are one of BCs top 5 Best Workplaces and a top 5 Finalist for BCs Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.

We are a team of over 80 experienced IT Professionals focused on providing industry-leading IT Services to clients across Canada. With operations in BC, AB and ON, Nucleus has adopted a hybrid work model, allowing the majority of roles to work from anywhere as we have employees based all around the world.

Weve also been recognized as one of North Americas top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there!

Role Summary

You lead by example and your middle name istrouble-shooter. You love problem solving and helping clients and other technicians resolve their issues. You possess excellent communication skills and have a passion for providing an amazing client experience. Your claim to fame is handling client incidents, putting out fires, and mentoring team members.

Reporting to the Support Manager, the Pod Manager is responsible for troubleshooting and resolving client issues as well as managing the performance of their assigned team (pod). The Pod Manager will act as the technical escalation point for the other techs on their team and services as the first point of escalation for process questions. Excellent communication skills and having a passion for exceptional client service are critical to this role. Putting out fires, managing client and team expectations are among some of the chief responsibilities.You have a natural ability to multi-task, can motivate, lead and oversee a team.

Duties and Responsibilities

• Manage and review team metrics (ticket closures, utilization, response time, resolution time, CSAT, etc.) and ensure that the team is provided with guidance and support to achieve key targets/goals.
• Collaborate with the Support Manager to write and deliver annual reviews, approve the team's timesheets weekly, and conduct monthly one-on-one sessions, providing ad hoc coaching encompassing both technical and soft skill mentorship.
• Collaborate with internal departments on client onboardings and provide onboarding support relating to meeting, coordinating, documenting, and auditing of the clients overall needs.
• Collaborate with the Client Success Manager (CSM) in building strategic plans on how to best support clients.
• Conduct routine client audits, documenting the status of backups and patching, and promptly report any identified deficiencies to the Client Success Manager (CSM).
• Maintain the day-to-day operations of the assigned Pod and Clients including client alerts, requests, tickets, and support issues.
• Provide comprehensive IT support for technical issues related to Microsoft's core business applications, operating systems, virtualization technologies, and ensure seamless support for backup, disaster recovery, and business continuity solutions.
• Communicate with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software, and Nucleus services.
• Participates in regular meetings with the support and project teams.
• Identify client trends and escalate those to the Support Manager.
• Perform quality assurance (QA) for both project documentation upon project completion and ticket QA, offering constructive feedback and coaching as needed.
• Perform regular maintenance / upkeep of client documentation and internal Nucleus procedures.
• Work on assigned Support projects as required.

Required Skills and Qualifications

• A two (2) year diploma in an IT related industry is preferred.
• Must have three (3) plus years experience in a leadership role, preferably in a KPI driven industry.
• Previous experience working for an MSP or related industry is preferred.
• Industry related (IT) Certifications such as CCNA, CCST, and Microsoft 365 accreditations are preferred.
• Advanced understanding of operating systems, business applications, printing systems and network systems.
• Demonstrate a curious nature with a desire to learn and train others, coupled with the ability to lead, motivate, and encourage team members.
• Must have the ability to communicate clearly over the telephone, Zoom and email, and demonstrate the ability to listen actively to both clients and team members.
• Demonstrate the ability to diagnose and troubleshoot technical issues, multitask effectively, adapt to changes quickly, and exhibit strong teamwork skills.
• Possess technical awareness, including the ability to appropriately match resources to technical issues.
• Self-motivated with the ability to work in a fast-moving environment.
• Ability to speak French is an asset.

Perks!

• An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
• Hybrid Remote Environment
• Monthly Staff Socials we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
• EPIC customer service to our external clients and internally to our colleagues
  
• Competitive Salary & Benefits
• Birthdays Off!

All qualified applicants will receive consideration for employment without regard to race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age.