The IT Service Desk Team Lead plays a critical role in providing advanced technical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship. They are a part of a dynamic team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction.
What you will be doing:
- Team Performance: Ensure calls are monitored and tickets are resolved or updated within SLAs
- Advanced Troubleshooting: Investigate and resolve escalated technical issues related to hardware, software, network connectivity, and applications. Collaborate with other IT teams to find solutions promptly.
- Incident Management: Handle complex incidents, service requests, and problems. Prioritize and manage multiple tasks effectively while adhering to service level agreements (SLAs).
- Root Cause Analysis: Dig deep into recurring issues, identify underlying causes, and recommend preventive measures. Document findings and share knowledge with the team.
- Technical Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Collaboration: Work closely with Tier 1 and Tier 2 support teams to ensure seamless issue resolution. Provide guidance and mentorship to junior analysts.
- Customer Service Excellence: Deliver exceptional customer service by actively listening to users, empathizing with their concerns, and ensuring timely follow-up.
- Continuous Improvement: Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
What we hope you will bring to this role:
Education:
Vocational or technical education in completion of an industry specific, post-secondary program with a focus on IT.
Bachelor's Degree in Computer Science, Information Technology, or related field preferred.
Experience:
Minimum of 3 years in a similar technical support role, with a focus on Tier 3 support or team supervision.
Additional Job Requirements
Technical Skills
- Proficiency in Windows and macOS environments
- Knowledge of Active Directory, Exchange, and Office 365.
- Familiarity with remote desktop tools and ticketing systems.
- Understanding of networking concepts (TCP/P, DNS, DHCP).
Soft Skills
- Ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
- Excellent communication skills (both written and verbal).
- Strong problem-solving abilities.
- Ability to work independently and collaboratively.
- Customer-centric mindset.
- Detail-oriented and organized.
