Description:
You are a leader who can supervise the IT Support Services team in delivering a high level of client satisfaction through prompt resolution of client issues in an accurate and timely manner.
We have:
- A team of highly skilled, dedicated and collaborative staff to work with
- Leadership that supports you
- An enterprise that embraces change
- A work environment that has flexible work locations (including remote), hours of work and overall employee wellness support
You have:
- Diploma or Degree in Information Technology or related field
- 3+ years’ progressive experience in IT operations
- Supervisor or senior practitioner experience in maintaining and operating a Service Desk function with a strong understanding of cloud, network and desktop operating systems troubleshooting
- Strong management and team building skills with the ability to lead and motivate a team in providing sound customer service and support
Nice to have:
- Scrum Master certification or equivalent professional designation
What you will do:
- Provide technical expertise to staff as necessary to ensure high quality and timely support services are given to meet individual and team performance objectives
- Examine potential areas for service improvements and develop recommendations and submit proposals to the Manager for review/consideration
- Investigate sensitive user issues, determining the scope and range of users affected, and responding/resolving complex problems or escalating to the Manager as needed
- Monitor queues, assist with goals and conduct quality control to reduce errors and improve procedures
- Track and monitor hardware and software assets