IT Desktop Support Team Lead - Laval, Canada - Couche Tard

Couche Tard

Verified Company

Laval, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

IT Desktop Support Team Lead
- ______________________________________

Department:

IT

Location:
On-site - Laval, (4204, boul. Industriel, Laval)

Type:
Permanent, Full-time

- ______________________________________

Do you have exceptional troubleshooting skills? Are you passionate about customer service? Does the
IT industry speak to you? If so, look no further, we have the job for you

Reporting to the
IT Sr Manager Office Support NA within our
IT team, the
IT Office Support Team Lead is responsible for frontline operations and ensuring professional, efficient, and improved customer support.

WHAT YOU'LL DO

Manage frontline operations to deliver our promise to clients (SLA, FCR, ticket queue, incoming calls, attendance, tech assignments)
Serve as the escalation point for Tier 2 Technicians
Perform first Level complaint management
Manage Desktop Support NA escalations
Follow Major Incidents to ensure timely remediation
Manage On Call technicians and act as an escalation point for On Call
Reports and Metrics

Monitor daily reports and flag outstanding items to supervisor
Provide reports to analyze front line operations

Employee Management

Conduct coaching with employees
Perform employee 1:1 performance evaluation session
Payroll and time off approval
Adjust and communicate all daily schedule changes as needed

Internship Management
Be an active player on employee engagement and mobilization initiatives
Coordinate and manage employee training

Prepare initial training schedule for new hires
Prepare, monitor, and report results on all training courses to manager.

Assist on projects as assigned by manager
Assist managers in developing internal team policies and procedures
Assist in training and developing Tier 2 Technicians
Perform other tasks as needed

WHAT YOU'LL NEED

Language skills & experience:

Mandatory language skills: Bilingual (French and English).
Management experience: minimum 2 years;
Technical support experience in a Microsoft PC/Windows environment: minimum 3 years;
Experience working in an
IT call center or service center: minimum 3 years;
Experience with the following technologies (an asset): Workday, Fieldglass, ServiceNow, Monet, Office 365, Microsoft Active Directory, Service Now, Cisco CUCM, Power BI.

Skills:

Team player with good customer service skills;
Excellent coaching abilities;
Exceptional verbal and written communication skills in French and English;
Ability to build and maintain lasting relationships with clients;
Good organizational skills and thoroughness in the execution of tasks;
Strong analytical and problemsolving skills;
Able to work under pressure and switch tasks seamlessly;

WHY WORK WITH US

Alimentation Couche-Tard has been named one of the "Best Employers in Montreal" for 2023;
Complete benefits packages (medical and dental);
Possibility of enrolling in a
pension plan with employer contributions or a
stock purchase plan;

-
Employee discounts in stores and with multiple of our partners;

Scholarship program available to the employee and the employee's children.
Paid time off plan including vacation, sick days and personal days;
Learning opportunities to develop new skills and to evolve professionally in a fastgrowing company;

We thank all applicants for their interest in this position; only those selected will be contacted.
LI-GO1 #LI-Onsite

Type d'emploi :
Temps plein

Salaire :
à partir de 52 000,00$ par an

Avantages: