Service Desk Team Lead - Brampton, Canada - Konica Minolta

Konica Minolta

Verified Company

Brampton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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
23 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 organizational, presentation, communication (written and verbal) skills
Ability to multitask and adapt to changes quickly and meet deadlines
Selfmotivated with the ability to work in a fastpaced environment
Ability to provide team with ongoing 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 oncall work as required
Travel to client/vendor sites and meetings (025%)
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._