Description:
When we say It’s All About People we mean it. We have created a hybrid work model that helps us get together to Collaborate, Celebrate and Connect while enjoying the flexibility of working where it makes sense for you. For this role’s duty and responsibility we anticipate that you will be in the office 40% of the time.
A Day in the Life:
- Responsible for leading the support program - team and platform - for all end-user technology services including applications, desktops/laptops, conferencing systems and telephony.
- Collaborate with the Director, IT Operations. as well as the Business Technology Delivery team to plan and implement medium to long-term projects.
- Responsible for managing the support team, including conducting 1:1’s, providing mentorship and motivation, development and support, performance monitoring, and devising development and coaching plans.
- Create and manage schedules for your team, ensuring adequate coverage during business hours as well as participation in the on-call rotations during off-peak hours.
- Effectively communicate departmental goals and expectations to team members.
- Conduct ongoing reviews and audits of incidents, services requests, problems and calls, and coach team members, as needed, of the same.
- Lead the development and adherence of service level agreements, best practices, standards, and policies.
- Provide continuous improvement and development of knowledge articles and playbooks to support the team and users in the setup, installation, and configuration of hardware and software in compliance with internal controls, standards, and policies.
- Ongoing management of the organizational hardware program, including responsibility for hardware procurement, inventory management, and our evergreen refresh program.
- Collaborate with other teams, including the Service Desk and Operations, to ensure effective end-to-end reporting, support, and maintenance processes are in place across IT Operations.
- Propose operating budgets, including hardware and software purchases.
- Build and maintain effective working relationships with the business.
- Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
What You Bring to the Table:
- Degree or Diploma in Computer Networking & Technical Support, Network Engineering, Computer Engineering, or similar.
- Comp TIA A + Certification, CCNA, or similar, preferred.
- Other Certifications are a strong asset: ITIL, Google IT Support, Microsoft Azure.
- 5+ years of hands-on experience in a Technical Support position, supporting Tier 1 & Tier 2 issues covering network and infrastructure, with progressive movement into an IT Support Management or Lead position leading a small team.
- Experience as a Manager or Lead; must possess a strong desire to impart knowledge and grow, foster, and maintain a healthy team, and provide as-needed technical and vocational guidance.
- Strong understanding of ITSM platforms and associated technologies: DHCP, DNS, VOIP, Azure AD, MDM Intune, GSuite, etc.
- Strong ability and knowledge supporting users and resolving day to day issues - able to identify, diagnose, and resolve Tier 1 and 2 issues.
- Experience with ticketing systems such as ServiceNow, FreshService, or similar.
- Must be customer service oriented with strong interpersonal skills.