Scott Thompson
Application Support Manager @Risk Control Technologies Inc
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WORK HISTORY
Application Support Manager @Risk Control Technologies Inc
Leading the customer support department with a team lead and 7+ direct reports across Tier 1 and Tier 2 support teams, with highly technical skill sets, in remote and hybrid roles. • Responsible for hiring, coaching, mentoring, building, and day to day activities for tier 1 and tier 2 support teams.• Rebuilt tier 1 and tier 2 team structures to meet rapidly changing priorities and improve the level of impact of daily work.• Working in tandem with the implementation and customer success teams to maximize customer satisfaction.• Introduced and established a department wide monthly 1 on 1 template with a quarterly career planning meeting with all direct reports.• Organized multiple social activities and groups to encourage cross team interactions outside of work responsibilities.• Developed, published and maintained guides, policies and procedures for customer support activities and best practices to enable growth and consistency amongst the team.• Invested in team culture, building a safe environment for open two way feedback and continuous growth and development of team members.
EDUCATION
Ryerson University
Bachelor of Commerce (B.Com.)
Project Management Institute
Certified Associate of Project Management (CAPM)
ABOUT SCOTT THOMPSON
Application Support Manager at Risk Control Technologies
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