POSITION PROFILE
The Service Desk Team Lead is responsible for providing technical assistance to team members and clients, with system and network requests as well as, managing the activities and responsibilities of a team of Service Desk Analysts.
PRIMARY DUTIES AND RESPONSIBILITIES
•Supervise, mentor, and lead a team of Service Desk Analysts and Specialists including: shift scheduling, approving timesheets, ticket reviews, weekly team meetings, provide ongoing feedback, participating in quarterly and annual performance reviews
•Manage the development of the team by ensuring daily tasks and activities are in line with their career interests
•Assist with hiring and onboarding of new employees
•Ensure new employees are being trained on ITW standard policies and procedures
•Continually seek opportunities to increase client satisfaction and deepen client relationships including participation in ticket reviews, regular meetings and follow up on client satisfaction scores
•Responsible for all service related tickets including: escalations, high priority and complex issues
•Responsible for ensuring users are provided efficient and timely first and second level support on a 7x24 basis
•Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
•Assist with the creation of Infrastructure Reports
•Must be available on call, after hours to handle escalations as scheduled
•Identify areas for improvement and make constructive suggestions for change
•Assist with the onboarding of new clients
•Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
•IT support relating to issues with the internal systems and network infrastructure
•Support services for Microsoft related technologies including but not limited to Windows Server, Exchange, SQL, SharePoint, etc.
•Support services for virtualization technologies including but not limited to VMware, Citrix, and Microsoft.
•Remote access solution support including but not limited to VPN, Terminal Services, and Citrix
•As assigned, complete server patching and post patch testing
•Ensure accurate time sheet entries and submit as directed
•Participation in client user training, document creation, and feedback
•Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
•Follow all other processes and quality standards as directed
EDUCATION AND EXPERIENCE
•College Diploma or equivalent
•2-3 years of experience leading a team with a strong client focus
•Product knowledge with Citrix, HP, Dell, Cisco, Microsoft, VMware and Lenovo
•Proven experience working with ticketing system tools such as ConnectWise
•Current industry certifications including but not limited to Microsoft MCP, or MCSE, Citrix CCA, Cisco CCNA, or VMware VCP
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
•Ongoing commitment to professional development with leadership skills and industry certifications.
•Strong knowledge of IT applications, processes, software, and equipment
•Strong organizational, presentation, communication (written and verbal) skills
•Ability to multi-task and adapt to changes quickly and meet deadlines
•Self-motivated with the ability to work in a fast-paced environment
•Ability to provide team with on-going coaching, mentorship and performance feedback
•Ability to liaise with clients, vendors and partners at all levels of the organization
ADDITIONAL COMMENTS
•Occasional evenings, weekend and on-call work as required
•Travel to client/vendor sites and meetings (0-25%)
•Ability to work with a variety of challenging clients
Physical Requirements
Occasional heavy lifting – e.g. computers, networking equipment, servers and UPS (up to 50 pounds)
Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.
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