Technology Client Support Manager

at Macquarie Group Limited
Location Calgary, Canada
Date Posted August 4, 2022
Category Call Centre / CustomerService
Job Type Full Time


Are you passionate about technology and engaging with staff to optimize its utilization? Does joining a Tech team that provides essential services to key trading operations and market facing teams appeal? Does being a part of a dynamic global team that s setting the bar for customer engagement and technology enablement pique your curiosity?

If this sounds like you, we have an exciting position for a client-focused Client Support Manager in our Calgary office.

Your key responsibilities will include:

Active participation in the Client Support Leadership Team for the Americas, helping shape our culture and continuously improve the way we support our clients and deliver innovative and progressive technology solutions.
Regular engagement with key stakeholders in Calgary to proactively understand their emerging needs and address any issues they are encountering.
Leading by example in the provisioning of on-site technology support, including white-glove VIP support for business heads and divisional leads. This may include:
Building and deploying PCs and laptops and assisting trading personnel in ensuring their applications are optimized on those devices.
Supporting key end user computing, including telephony (Cisco and dealer voice), mobile devices (Apple and Android), and video conferencing (Zoom).
Collaborating with second and third level technology teams for urgent or complex issues.
Providing regular status updates to customers, stakeholders, and management during high impact incidents.
Ensuring that after-hours and weekend support is provided, as required, to our Calgary office including onsite project activities, building power downs, technology upgrades, etc.
Traveling occasionally to other sites within USA and Canada to support project initiatives.

In addition, your skills/background/interests ideally will include:

Proven ability to:
lead people and help foster their continued motivation and appetite for personal and career growth.
develop and maintain a high-performance team which strives to continually improve through deep partnerships with clients and leveraging the diverse talents within the team.
perform and communicate effectively in a high-pressure situations when faced with urgent issues.
Passionate about technology and delivering innovative and progressive solutions, exceeding customer expectations.
Experience in change management, shepherding the awareness, desire, knowledge / ability and ultimate embedment of new and upgraded technologies.
Be a strong, dynamic leader, capable of dealing effectively with colleagues and business users working in a constantly evolving environment.
Experience supporting a trade floor desired will be a strong plus.
Strong communication and stakeholder management skills; skilled at communicating, presenting, and generating enthusiasm and buy-in for ideas and solutions.
Knowledge of a broad spectrum of technology. Ones of interest include iOS, VMWare Horizon client, Global Protect VPN, Cisco telephony, Workplace ONE Mobile Device Management, market data applications (Bloomberg, Fidessa, ICE, FactSet), BMC Helix, and Lakeside SysTrack. If you don t know them all, you ll receive support in learning them!
University degree in computer science or engineering, or equivalent experience.

Please apply via the link!

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

Our commitment to Diversity and Inclusion

The diversity of our people is one of our greatest strengths, and an inclusive workplace enables us to embrace that diversity to deliver more innovative and sustainable solutions for our people, clients, shareholders and communities. At Macquarie, you'll be encouraged to be yourself and supported to perform at your best. If you're inspired to deliver on our purpose of empowering people to innovate and invest for a better future , we want you on our team. If you need adjustments made to the recruitment process, please reach out to your recruiter.

Accommodation is available to all applicants to Macquarie, including during recruitment, selection and assessment processes. Please notify the recruiter listed on this posting if you require accommodation at any stage of the recruitment process or require any forms/information in accessible formats. Access to Macquarie s Accessibility policies are available at and can be made available in accessible formats upon request.

For us, inclusion means creating a workplace environment where people feel they can be themselves, regardless of their colour, race, sex, gender identity or expression age, ethnicity or cultural affiliation, disability, protected veteran status, sexual orientation, family status or any other protected ground under applicable human rights legislation.

About Macquarie

A career at Macquarie means you ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world-whether it s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere-across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world, we re a truly global organisation.

You ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Job no: COG-965467
Work type: Permanent - Full time
Location: Calgary
Category: Mid-level, Technology
Group: Corporate Operations Group
Division: Technology
Recruiter: Stewart Mitchell
Opening Date: 06/6/2022

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