IT Help Desk Team Lead

Wajax • Toronto, ON

1d • CA$70,000 - CA$80,000

About The Position

Supervises a team of IT Helpdesk agents’ customer support operations; provides technical coaching and mentorship to team members and technical assistance to end users with system and network requests. Works closely with the IS Manager for continuous improvement of SLAs and projects.

Requirements

• College or University Degree (BA Information Technology)
• 4-5 years desktop support experience
• Experience with Windows operating systems; users account management, hardware and software; good understanding of computer systems, mobile devices and other tech products.
• Knowledge in ITSM cloud-based ticketing systems i.e., FreshService

Responsibilities

• Lead a small team of diversely skilled IT Help Desk agents located in office and remotely.
• Monitor IT Help Desk ticketing system to ensure timely resolution of open tech support issues assigned, as well as those assigned to supervised team within client defined SLA.
• Adhere to IT helpdesk policies and procedures to address incoming incidents/service tickets including categorization, prioritization, resolution and/or escalation.
• Ensure sufficient on-call after-hours support levels are maintained for managed team.
• Answers, evaluates, and prioritizes helpdesk requests with team from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Serve as an escalation point for IT Helpdesk support staff to resolve customer issues.
• Act as a technical coach and mentor to team members and lead the training and support of the IT Service Team to create a client first culture that is focused on client satisfaction.
• Provides support to local and remote site end users on a variety of issues. Identifies, researches, and resolves technical problems. Tracks and monitors the problem to insure a timely resolution.
• Support the development, implementation, and improvement of existing IT Helpdesk processes, reporting and analytics.
• Maintains, troubleshoots, installs and repairs computer systems, hardware, software and peripheral devices. Recommends and schedules repairs. Installs new software releases, system upgrades and resolves software related problems.
• Manage and complete IT Help Desk projects as per assignment by IS Manager.
• Escalate and follows up incidents with the IS Manager as required.

Benefits

• Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums)
• Health spending account
• Wajax led e-learning, and product training through industry leading manufacturers.
• Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
• Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
• Award-Winning Health and Wellness Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level