IT Helpdesk Team Leader

**MAKING LIVES BETTER, ONE CONNECTION AT A TIME**

For over 60 years, Bill Gosling Outsourcing has been providing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. Come soar alongside our Goslings, our clients, and our shared customers in one glorious, honking flock

**PURPOSE OF THE POSITION**:
The Helpdesk Team Leader will oversee the activities of all Helpdesk members to ensure that they deliver excellent customer service, and provide customer guidance.
They will be responsible for creating and implementing support to all customers’ queries,
assess team performance, and redefine customer services with the support of
management.

As an expert in the field, their role will include initiating strategies through which he/she can obtain customer feedback on service delivery, to rate customer perception about the organization in order to determine their strengths and weaknesses, and further strengthen loose ends for better service delivery.
It is the responsibility of the team leader to provide a detailed and comprehensive
technical support to customers.
The Helpdesk Team Leader will mentor and coach junior members in the help desk team by teaching them the rudiments of the job, assigning tasks to them and evaluating their
performance to determine their level of learning.

**RESPONSIBILITIES**
- Responsible for overseeing Helpdesk related staff for the purposes of ensuring that helpdesk support and service levels are being met
- Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company’s Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
- Assist the global helpdesk team members by answering questions and providing support with work as required
- Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
- Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
- Responsible for leveraging operational data and metrics to monitor team effectiveness
- Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned

**REQUIRED EXPERIENCE/QUALIFICATIONS**
- Post-Secondary education in a related IT field would be preferred
- Minimum 2 year experience in an Information Technology Management role within the Organization
- Previous supervisory experience
- Proven experience in IT infrastructure planning and development.
- Strong technical knowledge of Compute, Network, Security, Hardware, Software and Virtual Environments Able to analyze helpdesk process and procedures and recommend possible improvements
- Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies
- Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.
- Able to support the management and development of a team

**ARE YOU A GOSLING?**
- At Bill Gosling Outsourcing, we live by our 5 core values If these resonate with you continue reading and join our team_
- _Never Satisfied - Do you have a fire in your belly to win? We want people on the team who want to win and are willing to commit themselves to this outcome. _
- _Able to Grow, Eager - In order to get better, you must crave to learn continually. You have a desire to always be learning, growing personally and professionally. _
- _Make Others Better - Simply put, for our business to survive and thrive, it will only happen if we all get better. That means everyone at Bill Gosling, not just yourself. _
- _Creativity and Innovation - Methods of doing business are rapidly evolving. We must continually innovate and discover technology solutions that provide superior outcomes._
- _Have Fun, Energetic - We focus on celebrating our wins along the way, laughing at ourselves and with our peers, and generally having some fun keeps the right balance for the family. _

**WHERE ARE WE**

We have offices across the Globe - North America (Barrie, Ontario; London, Ontario; Montreal, Quebec); USA (Hampton, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK; Trinidad & Tobago; India - please visit our website for additional information

**CHECK US OUT FOR YOURSELF**

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