Lead Help Desk Technician

Fraserway RV•Abbotsford, BC

11d•Onsite

About The Position

This is a hands-on, in-office, leadership role. You’ll lead the day-to-day operation of the IT Service Desk while also providing Level 1 & 2 support. You’re the person who ensures tickets move, standards are upheld, and the team is set up to succeed. Just as importantly, you’ll help build a high-performing help desk team coaching others, improving processes, and raising the bar for service across the company.

Requirements

3+ years of progressive IT support or service desk experience
Strong troubleshooting skills across hardware, software, and user environments
Experience with Microsoft 365 and common business applications
Confidence working with ticketing systems and managing multiple priorities
Ability to lead by example and support others in a fast-paced environment
Strong communication skills with both technical and non-technical users
A proactive mindset, you don’t wait for problems, you solve and improve them

Nice To Haves

Helped lead or mentor a help desk team
Built SOPs, knowledge base content, or improved support processes

Responsibilities

Acting as the lead point of contact for IT support across the business
Coordinating daily help desk operations (triage, prioritization, assignment, follow-up)
Providing hands-on Level 1 & 2 support across hardware, software, and user issues
Coaching and supporting help desk team members to build capability and confidence
Driving service quality, accountability, and responsiveness
Identifying gaps and improving processes, documentation, and efficiency
Supporting onboarding/offboarding and end-user setup
Performing hands-on fixes when remote support isn’t enough
Escalating complex (Level 3) issues to Systems Administrators
Ensuring consistent, professional communication with all users