Technical Services Manager

Kandor•Burnaby, BC

1d•CA$60,000 - CA$80,000

About The Position

Kandor Management is looking for an IT Helpdesk 2IC (Second-in-Command) to join our team and act as the deputy to our IT/TSD lead. This is a hands-on support role for someone who thrives on building resilient infrastructure and supporting IT needs across a multi-company environment — but it's also a step up in responsibility. As 2IC, you'll be the go-to point of escalation for the team, step in to keep the department running when the lead is unavailable, and take ownership of the systems, documentation, and processes that keep our technology running smoothly. You'll work closely with stakeholders and help mentor and guide junior support staff.

Requirements

Proven IT helpdesk or technical support experience (senior-level or team-lead experience strongly preferred)
Previous experience mentoring, guiding, or coordinating junior staff would be a strong asset
Intermediate to advanced knowledge of computer hardware, software, and network systems
Ability to troubleshoot and resolve common and complex IT issues
Excellent communication and customer service skills
Ability to work independently, lead by example, and function as part of a team
Ability to prioritize and manage multiple tasks, including the team's workload
Willingness to learn and adapt to new technologies and methodologies
Availability to work flexible hours, including evenings and weekends as needed
Previous experience working in a customer-facing or services role
Certification in IT support or related field would be an asset
Familiarity with help desk ticketing systems (e.g. Monday.com)
Knowledge of remote desktop support tools (e.g. TeamViewer, Remote Desktop Protocol)
Knowledge of Microsoft Office, Windows, and MacOS
Knowledge of mobile operating systems
Understanding of basic IT security principles and practices

Responsibilities

Act as second-in-command to the IT/TSD lead, deputizing for them and helping keep the department running during their absence
Serve as the first point of escalation for junior helpdesk staff on complex or urgent issues
Mentor, coach, and provide day-to-day guidance and training to junior team members
Help coordinate and prioritize the team's ticket queue and daily workload
Take ownership of TSD documentation, systems, and processes, driving improvements and consistency
Liaise with vendors, stakeholders, and other departments on behalf of the team as needed
Answer phone calls, emails and tickets from people who need support
Diagnose and resolve technical issues related to computers, printers, scanners, phones, and other devices
Escalate complex or urgent problems to the IT/TSD lead or external vendors when required
Log and document all TSD support requests and actions taken in our ticketing system
Lead the creation of new documentation, systems and processes
Participate in ongoing training and professional development activities to enhance technical skills and knowledge
Follow TSD policies and procedures and ensure compliance with security standards
Own and maintain TSD support documentation and knowledge base articles
Install, configure, and update software and hardware on various devices
Perform routine maintenance and backups on IT systems and devices
Provide feedback and suggestions to improve TSD service quality and efficiency
Support the IT/TSD lead with ad hoc projects, rollouts, and reporting as needed