Job Description

Since 1997, CBI Connect has been a professional technology operations firm that partners with clients to deliver secure and efficient digital products, Enterprise IT platforms, and cyber risk mitigation management. Our advanced AI operating framework automates and optimizes IT operations to help leading companies around the world transform their technical operations. Our cross-functional team of expert engineers, architects, and domain experts, leveraged by advanced AI ensures that customer systems are fully operational, cost-effective, secure, and compliant, allowing our customers to focus on their core business.

Now more than ever, the pace of change is accelerating, and challenges multiplying. From new remote-hybrid work models to evolving cyber threats and constantly changing regulatory requirements, businesses need the operational discipline that CBI Connect provides.

At CBI, we offer managed technology and strategic engineering services. Our services include 24x7 outsourced IT Infrastructure Management, Security Operations, Identity & Access Management, and Platform Operations & Administration. We also offer Strategic Engineering Services to assist business leaders with transformational initiatives, such as re-platforming, IT cost management and IT risk management activities. Typical services include IT Roadmap and Budgeting, enterprise platform modernization planning, and Cyber Security Framework Initiatives, as well as IT Risk / Cyber Risk Management.

We\'re proud to offer endless opportunities for growth and professional development. At CBI, we have a team of highly qualified senior technicians and experts from various technology disciplines. Our team members who think outside of the box have come up with our best creative ideas and programs. Collaboration is important to us and we value close working relationships. Strong leadership, supportive colleagues, mentorship, and training allow us to do our best work.

About the Role

The User Application Support Team ensures our global clients are supported 24/7/365. Application support is critical to ensure our clients\xe2\x80\x99 digitally powered businesses run smoothly, ensuring users can complete their target tasks without any trouble. If a client\xe2\x80\x99s user runs into any issues with their applications, this team of specialists will troubleshoot and identify the best and most efficient way to resolve that pain point for the user.

The Senior User Application Support Team Lead manages a team of specialists responsible for the provision of user application support across enterprise-wide apps like Microsoft 365 and Adobe Creative Suite. In addition to resolving all user support tickets, the specialists are responsible for drafting, reviewing, and publishing knowledge-based articles and FAQs for application support topics, and will develop support content for our client base such as self-service documents, training manuals, ultimately reviewed and published by you as the Senior User Application Support Team Lead. The specialists you lead to acting as subject matter experts, being the first to know of any new features in supported products, and are responsible for drafting upgrade announcements to our users before the upgrade is released, and updating all related support documents as needed.

As the Team Lead, you will play an influential role in building out the application support team and lead the evolution of CBI\xe2\x80\x99s application support services, bringing your ideas on what best practices look like, ensuring all requests for support are effectively managed and resolved promptly and will be the escalation point for team members and clients when additional support is required.

You will lead and oversee the development level of each team member, maintaining CBI Connect\xe2\x80\x99s culture of open communication, leading by showing, and leading by consensus. You will also monitor and report on application service levels and performance metrics (daily, weekly, and monthly reports), and will troubleshoot and resolve tickets as needed.

This is a fully remote role. However, you must be able to support Eastern Time business hours and be able to travel between Canada and the United States.

Requirements

About You

You have spent 7 to 10 years working with users, user application training, in user application support, and/or managing user satisfaction and engagement. You understand the importance of effective communication and interpersonal skills, and can effectively support our clients on how their technology is used and guide them to appropriate training resources. Experience working in a rapid growth business in a similar applications role, requiring the development of processes or workflows for supporting a variety of business users would be an asset.

In the last 2 to 3 years, you have expanded your responsibilities to include those of a Team Lead role, where you have organized or coordinated schedules to ensure coverage, that time reports are submitted promptly, have been responsible for interviewing new team members, conducting performance/skills assessments, and provided mentorship to your team.

You have a demonstrated ability to establish processes and controls to adhere to security principles and processes, possess good discipline, follow-up skills, and organization, and can identify areas for improvement across your area of control and beyond.

You understand that deadlines and priorities change based on clients\' needs, and you consider yourself to be a self-motivated, flexible individual who can adapt to changing client needs, deadlines, and time management budgets.

If this resonates with you, and you are looking for an opportunity to learn from a team of technology experts, this role is for you!

Benefits

Compensation & Benefits

• Competitive Salary
• Stock options & 401K Match
• Full health, vision, dental
• Open vacation policy / paid time off

CBI Connect is an equal opportunity employer and complies with applicable local, state and federal fair employment practices laws. The company gives equal opportunity and consideration to employees and applicants without regard to race, color, religion, national origin, citizenship status, creed, age, disability which is unrelated to the individual\xe2\x80\x99s ability to perform the duties of a particular job or position, sex, marital status, sexual orientation, gender identity, veteran status, or any other characteristic protected under applicable local, state or federal laws.

CBI Connect