We’re hiring.

Great people are the heart of our company. There is always something new to work on at Pathway. You will never be doing the same thing for too long. New opportunities and challenges are always around the corner. Join us for a challenging career with room for growth in technology, sales, support and more.

See our openings

Technology, Operations & Engineering

Sales & Marketing

International Opportunities

Our culture

We keep the start-up atmosphere alive, with managers and team members working closely together to innovate on every level. We’re about building a strong family — a family that helps and supports other employees in times of need and with moving forward in their careers.

Our beliefs

Building a strong team involves openness, diversity, skill and the right attitude. Skill and customer focus, with a bit of experience thrown in, are what we’re looking for.

Some of the best ideas come from newcomers, especially new graduates, who help us learn and raise our business to new heights. It’s all about empowering our team and bringing fresh approaches to the table to meet ever changing market demands.

Why join Pathway?

Build your career and have fun

Great Benefits

Great benefits

Enjoy a competitive salary, health benefits, and employee recognition. Park for free and feel at home in our roomy office.

Career growth at Pathway

Career advancement

Just starting out? Get every opportunity to explore your career and move up the ranks.

Great benefits

Family atmosphere

Join the Pathway family to see what it’s like to work with people who care about each other’s well-being and happiness.

Learn the Ropes

Learn the ropes

Train with the best and get access to the newest and most awesome technology in the industry.

Our office

Working at Pathway is more than just the weekly grind

  • Birthday celebrations
  • Work anniversaries
  • Potlucks
  • BBQs
  • Halloween costume party
  • Christmas party
  • Bring your kids to work day
  • Ping pong & other activities
  • Summer picnics
  • Corporate events
  • Corporate lunches
  • Fresh coffee and tea
  • Annual employee recognition
  • Fun team building activities
  • Fun themed dress codes
  • Casual Fridays

Current openings

 

Technology and Operations

Service Delivery Manager

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SERVICE DELIVERY MANAGER

Pathway Communications is a leader in technology management solutions and counts some of Canada’s best brands as its clients.

As a member of the Operations Team, you’ll be responsible for leading Pathway’s contact center operations. This is a highly cross-functional role, bridging operations, users and clients. You’ll be responsible for the user experience, adherence to contracts and statements of work, and continual service improvement.

As an experienced service leader, you will have led and grown a technical service desk or contact center operation serving external client organizations. You are a great communicator, highly organized and skilled at developing your team.

You will be responsible for overall contact center operations for a key named account, and leading help desk teams in multiple locations, ensuring that clients get world-class around the clock support.

As an experienced people leader, you will set the tone for the culture and work environment to a create productive, supportive and energetic team. You’re comfortable with JDs, and establish clear roles, objectives and expectations for your supervisory and front line staff.

RESPONSIBILITIES:

  • Be accountable for around the clock contact center operations and staffing in all delivery regions for your assigned account, including vendors and partners. You will be responsible for contract compliance and financial effectiveness.
  • Manage efficient and accurate workflows for problem resolution, consistent with assigned SLAs and policies
  • Lead continual improvement objectives, driving efficiencies at scale. You’re always looking to make things better and use data to drive your decisions.
  • Ensure correct and efficient use of contact center tools such as ACD, knowledge systems, trouble ticketing system, and enable self-help where appropriate.
  • Implement clients successfully. Lead proper onboarding, change management and ongoing operations for new clients and/or products / requirements. Properly deploy processes, support systems, tools, scripts training and performance management.
  • Ensure accurate, timely and useful daily, weekly and monthly reporting for key contact center and service desk KPIs for both client and internal reporting needs.
  • Liaise with key client contacts and help sales to propose solutions to clients, designing and costing out solutions. Be the delivery subject matter expert on sales pitches.

JOB REQUIREMENTS:

  • Minimum 5 years in a service delivery leadership role directly accountable for contact center operations.
  • Strong preference for candidates who have leadership experience within Managed Service Providers (MSPs) or Contact Centers.
  • Demonstrated ability to create and lead contact centers, with a deep understanding of KPIs, SOWs, and service delivery metrics.
  • Experience with costing, staff sizing and financial performance metrics.
  • Experience with multiple trouble ticketing systems (Remedy, ServiceNow, SolarWinds etc.) and ITIL concepts. ITIL certification is an asset.
  • Bachelor’s degree or Diploma from an accredited institution.
  • Fluency in spoken and written English. French bilingual is an asset.

HOW TO APPLY

Please submit your resume with sub: “Service Delivery Manager”, with details of relevant work experience and why you feel you are a good candidate for this position.

We thank all candidates, but only those selected for an interview and or a test will be contacted. We are not accepting calls from Recruiters at this time.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

ABOUT PATHWAY

Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001. Pathway’s operations and teams span across four offices in Canada and overseas, and continue to grow rapidly.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, colour or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required, please mention in the application.

Job Type: Full-time

Compensation: €53805.00 – 85,000

Other Requirements: Should be fully vaccinated.

Apply for this position

REQUIRED*

Service Desk Representative

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SERVICE DESK REPRESENTATIVE

TECHNICAL SUPPORT REPRESENTATIVE
English and Bilingual
Toronto, Montreal

Pathway Communications, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent and experienced English and bilingual Technical Service Desk Representatives to join its growing team in Markham, Ontario and Montreal. As a Service Desk Representative, you will join a close-knit, specialty unit which provides 24/7 technical support to gas station operators for one of Canada’s largest trans-national oil and gas companies.

Our Service Desk Representatives consistently deliver high-quality, first-level technical support to end users via voice, email, chat and the use of remote access software. They meet all quality SLAs such as first-call resolution, handle time and documentation.

If you want a role which will equip you with the knowledge and skills to take on greater responsibilities and if you enjoy working in an engaging and rewarding work environment, contact us today.

Pathway offers industry-leading compensation and outstanding opportunities for growth and learning.

SCOPE OF WORK

Technical support of equipment, systems and applications, such as:

  • Microsoft desktop and server operating systems;
  • Desktop applications; email and browsers; printers, fax, VPN clients;
  • Site communication and connectivity equipment such as routers;
  • Specialty fuel and gas station devices, applications and systems for point of sale, card payment processing and fuel dispensing.
Pathway will provide extensive training on specialty equipment and applications.

DUTIES

Inbound technical support duties:

  • Fulfill service requests for assets and services (part replacements, on-site repairs).
  • Use prescribed SOPs, scripts and tools to troubleshoot and resolve problems with hardware, software, applications and services.
  • Dispatch Field Technicians and follow-up on field and site related issues.
  • Document and update all interactions in a state-of-the-art ITSM
  • Meet all performance standards for quality, work volume and productivity.

REQUIREMENTS

Education and training

IT diploma or certification(s) such as MCSA, CCNA, ITILv4 OR extensive hands-on technical call centre experience.

Knowledge, experience

  • Three years’ past experience in a technology contact centre or IT service desk;/li>
  • Hands on level 1 trouble shooting of MS operating systems, desktop applications and devices;
  • Use of ITSMs (ticketing systems)
  • Experience supporting POS, payment processing and oil and gas systems would be an advantage.
Skills

  • Able to follow and use scripts and prescribed operating procedures.
  • Excellent customer service, oral and written communications skills
  • Analytical and problem-solving skills to deal with technical problems.
Other

  • Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays.
  • CPIC clearance and strict adherence to PCI standards
Salary:

  • English: €16.97 per hour
  • Bilingual in French: €21.09 per hour

HOW TO APPLY

Apply with your resume, with details of relevant education, and certifications.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color or ethnic origin.

We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from recruiters or recruitment firms.

Apply for this position

REQUIRED*

Bilingual (French & English) Service Desk Agent

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A BILINGUAL (French and English) SERVICE DESK AGENT

POSITION SUMMARY

Pathway Communications is a leader in technology management solutions and counts some of Canada’s best brands as its clients. We are looking for highly motivated Bilingual Service Desk Representative Representatives to join our fast-growing Sales Team.

Our leading clients in Gas and Health industries has an exciting opportunity for an individual who is has strong customer service skills and is solutions oriented. The selected candidate will provide 1st and 2nd level technical Desktop support to users through incident management by phone, email and chat.

The Service Desk Technician will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised.

We’ll help you build your career with extensive training on specialty equipment and applications and growth opportunities!

This job requires working in variable and rotating shifts.

What you will be doing

  • Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems
  • Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
  • Assign requests or incidents to appropriate queues for follow up
  • Document and update all interactions in a state-of-the-art ITSM
  • Maintains ticket queues by actively communicating with customers and peers.
  • Escalates and coordinates with 2nd level support to resolve problems if necessary.
  • Responsible for meeting Service Desk Service Level Agreement and metrics
MUST HAVE SKILLS/REQUIREMENT

  • IT diploma or certification(s) such as MCSA, CCNA, ITILv4 OR extensive hands-on technical call centre experience.
  • 3 years’ past experience in a technology contact center or IT service desk;
  • Hands on level 1 trouble shooting of MS operating systems, desktop applications and devices.
  • Use of ITSMs (ticketing systems)
  • Able to follow and use scripts and prescribed operating procedures.
SOFT SKILLS: (IS THIS YOU?)

  • Excellent customer service, oral and written communications skills in English and French
  • Ability to work well under pressure while demonstrating strong professionalism
  • Collaborate closely with the team, while also being capable of holding themselves accountable to meet individual deadlines without hand holding
MANDATORY CHECK

  • CPIC clearance and strict adherence to PCI standards
HOW TO APPLY

  • Apply with your resume, with details of relevant education, and certifications.
  • The Pathway Group is an equal opportunity employer and is committed to providing equal treatment to all persons without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color or ethnic origin.
  • We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from recruiters or recruitment firms.
  • Job Type: Full-time
  • Salary: per hour (Bilingual in French and English)

Apply for this position

REQUIRED*

Manager – IT

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A MANAGER – IT

The Pathway Group, a leader in providing IT infrastructure and Service Desk solutions, is seeking an IT Manager to join our growing team.

Pathway’s Managed IT Services division manages clients’ internal IT systems, including infrastructure (servers, networks, security, desktops) and generic applications. These may be hosted in our own Tier III data centre or private cloud or on clients’ premises.

Reporting to the CEO, the IT Manager will provide exceptional, 24/7 IT Managed Services to clients using internal technical experts and a team of trained Technical Service Representatives.

The IT Manager will:

  • Manage internal and on-site Technical Service Representatives: hire, train, manage performance, provide technical guidance
  • Refine and use processes for on-boarding clients; monitoring and managing client IT assets
  • Use experts in the NOC to execute specialty technical tasks consistent with ITIL, SLAs and KPIs
  • Deliver sustained service excellence through quality assurance and training processes
  • Ensure excellent client management: communicate, provide updates, participate in governance
  • Implement continual quality improvements and process automation
  • Assist client organisations with consultancy, advice and direction
  • Sustain and increase share of business with the client; upsell required and relevant services
  • Assist clients with IT capital and operating budgeting
  • Track industry trends to ensure that services are adequate, appropriate and competitively priced.
  • Manage the Pathway IT Managed Services department capital and operating budget
  • Support RFP responses with solutions and pricing

REQUIREMENTS

  • Degree in Engineering, Computer Science, IT or equivalent.
  • Eight to ten years’ experience in IT operations working with functional teams.
  • At least four years in a supervisory or management role delivering IT services, including helpdesk.
  • Advanced knowledge of operations and tools: ITIL, CMMi, ITSM systems, Quality Management.
  • Experience meeting stringent SLAs /KPIs in demanding client environments.
  • Project management experience; comfortable working within matrix reporting structures.
  • Flexible, with excellent interpersonal and leadership abilities.
  • Familiarity with software for reporting, analytics, automation.
  • Knowledge of data center operations, security and cloud technologies.
  • Excellent oral and written English communication skills.

ABOUT THE PATHWAY GROUP

Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin.

We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

Service Desk Agent

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SERVICE DESK AGENT

The Pathway Group, a leader in Managed IT and Technical Service Desk solutions, is seeking highly competent Service Desk Agent. Contact Centre Agents to join its growing team in Markham, Ontario. As a Contact Centre Agent, you will join a close-knit, specialty unit which provides 24/7/365 technical support to owners and operators of gas stations of a large, Canadian trans-national oil and gas company.Reporting to the Service Desk Supervisor, the Contact Centre Agent will deliver high-quality, first-level technical support to end users via voice, chat, email and remote access software and will consistently meet and maintain all Service KPIs and SLAs (such as first-call resolution rates, handle time and documentation).

SCOPE

a) Equipment, systems and applications The scope of technical support for equipment, systems and applications includes:

  • Microsoft Operating Systems for desktops and servers; Desktop applications such as MS Office Suite (including Excel and Outlook); email and browsers; printers, fax
  • Point of Sale and Payment Processing systems
  • Fuel dispensing systems and related hardware
  • Site communication and connectivity equipment such as routers
  • Basic understanding of accounting terms and principles (ledger entries, credits, debits, etc.)
  • Enterprise applications (SAP, etc.)
  • Other equipment such as the phone system (IVR, CTI, ACD)
Training on specialty equipment and applications will be provided. General IT troubleshooting skills are required and some relevant experience with above items would be an asset.
b) Tasks The Contact Centre Agent will take accountability for each interaction with the end user and will ensure that hardware, software, applications and technical services function properly at all times. The Agent will combine knowledge, experience and skills with the use of prescribed SOPs, scripts and technology tools to:

  • Troubleshoot issues with the Point-of-Sale system (Windows-based workstation) and related application.
  • Troubleshoot issues with Back Office user workstations and servers (connectivity, email, browser, printing, VPN client, basic assistance with accounting and inventory applications, etc.)
  • Dispatch and liaise with Field Technicians to coordinate and follow-up on field and site related issues.
  • Log and update technical incidents and problems:
    1. 1. Identify, classify and log issues correctly in the ticketing system.
    2. 2. Investigate and diagnose root causes.
    3. 3. Resolve incidents and verify resolution with users.
    4. 4. Document activities in the required format.
  • Fulfill Service Requests for assets and for services such as replacements and on-site repairs.
  • Advise end users on the proper use of hardware, software, connectivity and applications.
  • Keep all stakeholders informed about the progress of requests and incidents.
  • Escalate incidents and problems to Level 2 teams (and other vendors) as required and ensure timely follow-up to closure.
  • Meet all performance standards and goals for quality, work volume and productivity.

REQUIREMENTS

a) Education and training IT diploma or certification(s) such as MCSA, CCNA, ITILv4
b) Knowledge and experience

  • Two to three (2-3) years’ experience in a corporate IT service desk, NOC or technology contact centre
  • Previous experience with Point of Sale systems or payment processing systems would be an asset
  • Past experience in a retail environment and understanding of retail store operations would be an asset.
  • Experience with Bulloch is an asset
  • Hands on work with:
  • Configuration and trouble shooting of desktop, server and networks.
  • Applications such as MS Office and email.
  • ITSMs (ticketing systems) such as Remedy, Ivanti, ServiceNow and OTRS
c) Skills

  • Able to follow and strictly adhere to scripts and prescribed operating procedures.
  • Excellent customer service and oral and written communications skills
  • Ability to work under pressure and be a contributor in a team environment.
  • Analytical and problem-solving skills to deal with technical problems.
  • French language skills are preferred, but not mandatory.
  • Basic accounting knowledge (basic knowledge of P&L, sales and expenses)
c) Other

  • Must be willing to work in variable, rotating shifts including evenings, weekends and public holidays
  • CPIC clearance and strict adherence to PCI standards

ABOUT THE PATHWAY GROUP

Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.

HOW TO APPLY

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin. We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

Supervisor – BPO

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SUPERVISOR – BPO

The Pathway Group, a leader in Managed IT and Technical Service Desk solutions, is seeking a highly competent Supervisor to join its growing team in Markham, Ontario. As a supervisor, you will join a close-knit, specialty unit which provides 24/7/365 technical support to owners and operators of gas stations of a large, Canadian trans-national oil and gas company. Reporting to the Service Delivery Manager, the Supervisor will work closely with the Service Desk Agents, Trainers, SME’s and the Field Services Coordinator to consistently meet and maintain all Service KPIs and SLAs (such as first-call resolution rates, handle time and documentation).

SCOPE

a) Equipment, systems and applications The scope of technical support for equipment, systems and applications includes:

  • Microsoft Operating Systems for desktops and servers; Desktop applications such as MS Office Suite (including Excel and Outlook); email and browsers; printers, fax
  • Point of Sale and Payment Processing systems
  • Fuel dispensing systems and related hardware
  • Site communication and connectivity equipment such as routers
  • Basic understanding of accounting terms and principles (ledger entries, credits, debits, etc.)
  • Enterprise applications (SAP, etc.)
  • Other equipment such as the phone system (IVR, CTI, ACD)
Ability to supervise agents on specialty equipment and applications will be expected. General IT troubleshooting skills are preferred and some relevant experience with above items would be an asset.
b) Tasks The Supervisor will take accountability for the performance of the agents such that each interaction that the agents may have with the end user turns out effective. The Supervisor will combine knowledge, experience, and skills with the use of prescribed SOPs, scripts, and technology tools to:

  • Manage day to day operations of the Contact Centre to ensure contractual SLAs are achieved.
  • Provide 24/7 operational support for our services.
  • Evaluation and establishment of efficient contact centre operational plans and processes by understanding the clients’ requirements with respect to support needs to translate that into strong agent response.
  • Ensure smooth, timely and efficient onboarding, change management and ongoing operations for clients, and for new products, by setting up and using support systems, processes, scripts, tools, diagnostic, and remediation methods.
  • Optimize use of automation and tools such as ticketing, voice response, email routing and management, chat, and recording systems.
  • Work with the Quality and Training team to ensure maintenance of up-to-date documentation for training and knowledge base resources.
  • Compile and distribute all daily, weekly, and monthly call center performance metrics so as to provide visibility into support and operations through reports and dashboards.
  • Liaise with clients to ensure that they are kept fully aware of performance metrics, improvements, and support needs.
  • Implement analytics to uncover customer and incident trends and provide recommendations to improve customer experience.
  • Maintain professional and technical knowledge by implementing new processes and exploring opportunities to add value and revenue to the company.

REQUIREMENTS

a) Education and training

  • Minimum five (5) years of experience in managing teams in Enterprise environments or equivalent academic qualification.
  • Undergraduate degree required in computer science, engineering, Arts, Business, Management, or related discipline with an information technology focus (preferred)
b) Knowledge and experience

  • Three to five (3-5) years’ of experience in a Contact Centre with 6 months to 1 year of experience leading a team in any Contact Centre environment
  • Previous experience with Point-of-Sale systems or payment processing systems would be an asset.
  • Experience in a retail environment and understanding of retail store operations would be an asset.
  • Experience working with Hardware or Software unique to delivering services at a gas station is an asset
  • Prior experience as a Field Services Technician is an asset.
  • Hands on work with:
  • Configuration and troubleshooting of desktop, server and networks.
  • Applications such as MS Office and email.
  • ITSMs (ticketing systems) such as Remedy, Ivanti, ServiceNow and OTRS
  • Knowledge of Telephony systems for ACD & IVR.
  • Experience with ShoreTel / Mitel Suite of applications is an asset
c) Skills

  • Able to follow and strictly adhere to scripts and prescribed operating procedures.
  • Demonstrated ability to work both independently and with others.
  • High level of creativity and innovation while solving problems.
  • Strong competency in the efficient and effective use of solution design supporting applications such as Microsoft Office (Word, Excel, PowerPoint) and Microsoft Visio
  • Excellent customer service and oral and written communications skills
  • Proven interpersonal skills to communicate with the team
  • Ability to work under pressure and be a contributor in a team environment.
  • Analytical and problem-solving skills to deal with technical problems.
  • French language skills are preferred, but not mandatory.
  • Basic accounting knowledge (basic knowledge of P&L, sales, and expenses)
d) Other

  • CPIC clearance and strict adherence to PCI standards

ABOUT THE PATHWAY GROUP

Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II, PCI, and ISO 27001. Pathway employs over 120 trained and qualified staff across four offices in Canada and overseas and continues to grow rapidly.

APPLICATION

This position will start as a remote job, but eventually will move into our office at Markham. The Pathway Group is an equal opportunity employer and is committed to providing equal treatment without discrimination on account of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin. We thank all applicants for their interest and will contact those selected for an interview. We are not accepting calls from Recruiters or Recruitment firms.

Apply for this position

REQUIRED*

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

Engineering

No Openings

Sales and Marketing

Head of Sales – IT Managed Services

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A HEAD OF SALES – IT MANAGED SERVICES

Pathway Communications is a leader in technology management solutions and counts some of Canada’s best brands as its clients. Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995, we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions – from hybrid cloud services to service desk, telephony, and security. Pathway’s operations and teams span across four offices in Canada and overseas and continue to grow rapidly. As Head of Sales, you’ll be responsible for further developing and managing Pathway’s highly talented sales team, analyze patterns in consumer and market behavior, and subsequently define data-driven action strategies to consistently optimize the business’s commercial performance. This position reports directly to the CEO, while bridging technology sales management, users, and clients.

RESPONSIBILITIES:

Achieve sustained sales success for the company’s technical products and services by managing the entire continuum of strategic, tactical and operational sales processes.

  • Review and re-establish the vision, values and goals for the sales function.
  • Develop realistic sales targets and plans.
  • Implement structure and processes to increase net new customers and cross-sell into the current customer base.
  • Develop and implement partnership and distribution channels for the company’s services
  • Meet targets for successful responses to RFPs.
  • Manage key client relationships and build strong associations with partners.
  • Maintain a deep understanding of industry products, trends, developments, emerging services, competition and pricing. Adjust or improve company’s services and sales tactics to meet evolving market needs
  • Maintain a strong presence in the local market and increase awareness of the company’s brand
  • Foment and form strong and long-lasting relationships with clients
  • Present analytics and reports related to performance, forecasts, product intelligence.

REQUIREMENTS

  • Three years’ past experience in a technology contact centre or IT service desk;/li>
  • Hands on level 1 trouble shooting of MS operating systems, desktop applications and devices;
  • Use of ITSMs (ticketing systems)
  • Experience supporting POS, payment processing and oil and gas systems would be an advantage.

strong>Skills

  • Education: A degree (MBA preferred). Additional industry technical certifications an advantage.
  • A minimum of 10 years of work experience in sale of technology services in managed IT, contact center, IaaS or SaaS products. [SC1] [SC2]
  • Very strong technical understanding of IT products and services
  • Proven track record of sales growth success in a highly competitive business environment.
  • Ability to lead a group of experienced salespersons to meet aggressive sales targets
  • Experience analyzing market and product data to transform these into actionable sales insights and processes
  • Strong account finance management experience, particularly pricing
  • Leadership skills: ability to inspire and motivate with a unified direction.
  • Exceptional communication skills

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required, please mention in the application.

Apply for this position

REQUIRED*

Sales Executive – IT Managed Services

FAST-TRACK YOUR CAREER WITH PATHWAY COMMUNICATIONS WE’RE LOOKING FOR A SALES EXECUTIVE – IT MANAGED SERVICES

Pathway Communications is a leader in technology management solutions and counts some of Canada’s best brands as its clients. We are looking for highly motivated Sales Development Representatives to join our fast-growing Sales Team. We’ll help you build your career in Sales while you collaborate with a diverse team of talented individuals who successfully identifies and contacts prospects, builds healthy pipelines and manages the sales cycle from proposals to contracts. The ideal candidate has a passion for sales, a razor-sharp attention to detail, an analytical mind, and the ability to execute and optimize multiple campaigns for multiple clients. If you are a self-starter who is deeply passionate about customer happiness, read on.

WHAT YOU WILL BE DOING

  • Refine and execute on a territory sales plan, develop a healthy pipeline, and achieve sales goals and quotas.
  • Maintain proper cadence and volume of prospecting and other sales activities to meet and exceed targets.
  • Contribute to creating compelling proposals designed to meet client needs requirements; participate in persuasive customer presentations to close sales.
  • Work with marketing to improve product positioning and pre-empt objections through incisive sales collateral.
  • Build and fortify effective partnerships with clients to maximize their uptake of various Pathway solutions.
  • Continually improve and upgrade technical, market and product knowledge to be able to craft innovative solutions for potential clients.

MUST HAVE SKILLS/REQUIREMENTS

  • Post-Secondary / University Degree with sales and technical training related to managed IT services
  • Minimum 5 years’ experience in outbound B2B sales in a managed IT services to the mid-market and enterprise segments.
  • Experience preparing, writing, and making sales presentations and proposals in concert with Sales Engineers and Technical Writers.

SOFT SKILLS: (IS THIS YOU?)

  • Enjoys working in fast pace ever changing work environment
  • Ability to work well under pressure while demonstrating strong professionalism
  • Collaborate closely with the team, while also being capable of holding themselves accountable to meet individual deadlines without hand holding

WHAT WE OFFER

  • Base salary with the opportunity to earn bonuses based on performance
  • Excellent medical, dental and benefits plans
  • Internal career advancement opportunities
  • Healthy work-life balance

HOW TO APPLY

If you are a self-leader with an entrepreneurial spirit, endless drive, and a passion for business development and client relations, we want to hear from you. Please submit your resume to recruitment@pathcom.com with subject: “Sales Representative”, with details of relevant work experience and why you feel you are a good candidate for this position.

We thank all candidates, but only those selected for an interview will be contacted. We are not accepting calls from Recruiters currently.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

The Pathway Group is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code. If accommodation is required, please mention in the application.

Job Type: Full-time (On-Site)

Location: Markham, ON, Canada

Job Type: Full-time, Permanent

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