Toronto, Ontario

Technical Lead, IT Service Desk

Technical Lead, IT Service Desk
12 month, Fixed-Term contract
Public Sector
Toronto, ON
The IT Service Desk Lead is responsible for providing leadership and training to IT Service Desk Analysts, assisting IT Infrastructure and Service Desk Manager with the ongoing, day to day support to ensure an outstanding level of customer services, as well as providing technical support to external branch employees.

Reporting to: Manager, IT Operations, Information Technology Operations

Key accountabilities
• Define and establish IT Service Desk schedules.
• Monitor Service Desk phone queue and tickets, follow up with assigned personnel to ensure that all tickets are effectively managed by meeting or exceeding service level agreements
• Handle escalated technical support issues and provide assistance on technical support calls from internal i/external branch users, including afterhours/weekend/holiday support
• Maintains and reports daily statistics on queues, tickets and the progress of issues.
• Working with the IT SMEs in IT Operations and IT Development groups to develop new technical guidelines and procedures for Service Desk, when new IT services are transitioning from development to production
• Train Service Desk staff on technical guidelines, operational procedures and troubleshooting techniques
• Ensure that the tracking of tickets is an efficient process, recommend /implement changes to existing processes allowing for increases in efficiency
• Participate in call taking and working on tickets when the queue is busy, to ensure Service Level Objective target is achieved.
• Order desktop hardware/software, mobile devices as well as accessories, and keep track of IT asset inventory
• Assist Manager of IT Operations in developing training programs to update internal / external branch users staff on new technologies
• Develop metrics and templates to evaluate technical support issue response times and skills of the team
• Develop strong relationship with internal and external branch users end user communities to maintain awareness of user opinion and to continuously manage user expectations regarding IT services
• Travelling to external branch offices within the province to provide onsite support when required
• Participate in IT projects
Required skills & experience
• 7-year experience with desktop administration and IT support
• Ability to provide leadership in IT incident escalations, customer service and customer communication on behalf of the IT Team
Proficient knowledge of Microsoft Office 365, Teams, Windows 10, Active Directory User Account management, Microsoft Office 2013/2016/365 Pro Plus, Networking, and Mobile devices
• Strong interpersonal skills; ability to build and maintain good relationship with internal users and external vendors
• Strong written and verbal communication skills
• Ability to juggle multiple tasks and changing priorities
• Flexible, adaptable with the ability to work under pressure to meet deadlines as well as travel across the province
• Experience with inventory tools and user provisioning tools

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Heather MacKenzie

Talent Acquisition Manager

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