Technical Support Team Leader
hace 2 meses
At Bill Gosling Outsourcing, we prioritize the professional growth of our employees. If you are looking to be part of a dynamic team in a modern workplace, we encourage you to explore this opportunity.
Key Responsibilities:
Oversee the Helpdesk Team Leaders and associated personnel to ensure that helpdesk support and service standards are consistently achieved. Collaborate with operational, support, and management teams to guarantee that all clients receive the quality of service outlined in the Company's Mission Statement and Policies. Fulfill all managerial responsibilities, including conducting performance evaluations, assigning tasks as necessary, and providing training and mentorship to team members. Support global helpdesk, system administration, and network teams by addressing inquiries and offering assistance as needed. Aid in the management and inventory of IT infrastructure, including telecom and IT cabling, as well as the deployment, management, and upkeep of endpoints, portable devices, servers, and data centers. Formulate strategies aimed at enhancing productivity and refining processes to meet or surpass performance objectives. Utilize operational data and metrics to assess team performance and effectiveness. Manage comprehensive helpdesk operations and optimize the utilization of our systems and technologies to ensure efficient processes. Uphold business-driven Service Level Agreements (SLAs) for Global Helpdesk Functions, including IT ticket assignment, triage, and response. Act as a liaison for critical helpdesk issues identified through system administration and network teams, ensuring awareness of IT service-impacting problems and trends. Promote the company's core values and initiatives to engage and inspire our workforce. Perform additional duties as assigned.Educational Requirements:
A University Degree or equivalent qualification.
Post-secondary education in a relevant IT discipline along with applicable certifications.
Strong technical expertise in computer systems, networking, security, hardware, software, and virtual environments. Ability to analyze helpdesk processes and suggest potential enhancements.
Proficient in administering Windows Server and Domain Environments, with a solid understanding of architectural services and domain security protocols.
Capable of effectively troubleshooting and resolving reported issues or escalating them as necessary.
Experience:
A minimum of 5 years of experience in an Information Technology role within an organization.
Prior supervisory experience managing a team of 7 or more members.
Demonstrated experience in planning and developing IT infrastructure.
Certificates, Licenses, & Registration:
There are no specific certification, licensing, or registration requirements for this position.
Reports to: Director, IT-
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