Customer Service Manager - IT

Join to apply for the Customer Service Manager - IT role at West Fraser
.

The Customer Service Manager is responsible for managing support operations, resolving escalated issues, and driving process improvements to enhance service efficiency and customer satisfaction.>

• Leading, mentoring and developing a team of IT support professionals, fostering a collaborative and high-performance culture.
• Serving as the primary contact for escalated customer issues, ensuring timely and effective resolution.
• Analyzing and improving current processes, implementing best practices to optimize service delivery.
• Developing and monitoring KPIs to assess team performance and customer satisfaction.
• Overseeing staff training programs to ensure team members have the necessary skills and knowledge.
• Collaborating with IT departments to integrate customer feedback into product and service enhancements.
• Preparing and presenting regular reports on customer service metrics to senior management, highlighting trends and opportunities for improvement.
• Gathering and analyzing customer feedback to identify trends and opportunities for service enhancement.

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 10 years of experience providing IT customer service management.
• Experience with help desk software such as Service Now or equivalent.
• Strong understanding of IT support processes and technologies, including Microsoft Suite, Microsoft 365, and Active Directory.
• Excellent communication and interpersonal skills, with proven ability to manage relationships and lead teams effectively.
• Analytical skills to generate insights and drive strategic improvements.
• Proficiency in customer service software and tools.

• ITIL or other relevant certifications.
• Familiarity with project management methodologies.
• Bilingual French language skills are an asset.

• Benefits starting Day 1
• Competitive starting pay
• On-the-job training
• A culture that strongly believes in promoting from within
• Medical
• Dental
• Vision
• 401k with company matching & retirement contribution
• Employee Stock Purchase plan
• Life Insurance
• Disability Insurance
• Paid vacations and holidays
• Employee Assistance Program

If you are ready to build your career in a company that thrives on growth, a safe work environment, rewarding work, challenge, and opportunity, come build your career with us at West Fraser
: .

We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please apply through our online application process as resumes will not be accepted on the site.
No phone inquiries, please
.

Offers of employment are contingent upon successful completion of a pre-employment background check, and a drug screen test.

West Fraser is an Equal Opportunity Employer M/F/V/D & Drug-Free Workplace.