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Client support specialist team lead

Minto Group

This is a Full-time position in Ottawa, ON posted June 18, 2019.

Job Title: IT Service Desk Team LeadLocation: Ottawa, Ontario (180 Kent Street)Business Unit: Minto Corporate Services Inc. Why join Minto?We are an award winning, and fully integrated real estate company, offering new homes and condos, rentals, furnished suites, property and investment management.

Since our humble beginnings in 1955, weve built over 85,000 new homes, manage 8,800 rental units, and carry 2.5 million square feet of commercial space.

Our investment management portfolio spans $2.5 billion in assets.

With over 1,100 employees in Canada and the southern USA, we proudly build better places for people to live, work and play, one home and one relationship at a time, collectively embracing our values Accomplishment, Courage, Innovation, and Partnership in all that we do. As we continue to evolve and grow, we are faced with an ever changing environment where there is ample opportunity to try something new.

We believe in hiring the best people who are as committed to creating incredible experiences for our customers as we are.

We pride ourselves on flexibility extending beyond a competitive total rewards package, to include a platform for career and professional development, a reward and recognition program, tuition and professional designation reimbursement, employee discounts on new homes and rentals, flexible summer hours, and so much more.

Join us to find out how you can be a part of it all! The Opportunity:The Service Desk Team Lead is responsible for managing the performance of the Ottawa Service Desk support team and ensuring that service level targets are achieved.

The incumbent will be accountable to ensure the Service Desk department meets or exceeds expectations in regards to performance, defined metrics/benchmarks, and that standards and processes are effectively implemented and maintained.

Additional responsibilities include Incident, Service Request and Problem resolution within established Service Level Objectives as well as technology based project assignments.

A strong team player with demonstrated technical aptitude and customer focus is essential for success in this role. What youll be responsible for day to day:Provide advanced service and technical support to approximately 1200 clients geographically dispersed in Canada and the U.S.;Build rapport with our business clients;Oversee Incidents, Service Requests and Escalations;Manage and coordinate urgent and complicated support issues;Act as an escalation point for the business and the Service Desk Support team;Manage problems and coordinate efforts with IT/Business groups;Develop and maintain a mature phone/ticket escalation processes to ensure free flowing escalation of information within the IT organization;Perform and coordinate root cause analysis and communicate appropriately to IT Management;Train, coach and mentor the Service Desk Support team;Build/obtain training material for support staff;Schedule employee working hours to ensure effective 24/7 coverage;Provide data and reporting of Key Performance Indicators and trends;Drive ticket deep dive and develop strategies for improvement;Monitor and manage phone queue;Communicate outage, emergency and scheduled activities to the organization;Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications;Develop and maintain IT Knowledge Base and FAQ lists for end users;Maintain and track computing fleet and software licensing;Reinforce internal Service Level Objectives to manage end-user expectations;Work directly with Senior Management to recommend technology solutions;Work with the Infrastructure and Business Systems teams in a support or collaboration capacity;Work directly with 3rd party vendors and support teams. Who were looking for: QualificationsCollege diploma or university degree in the field of computer science or operations and/or 5 years equivalent work experience;Minimum of five years of Help Desk or IT Support experience in an enterprise environment, supporting Desktop, Wide Area Network and Local Area Network equipment;Minimum 2 years experience in a supervisory capacity. Technical Knowledge and ExperienceComprehensive knowledge and experience with desktop operating systems including Windows 7, and Windows 10;Intermediate knowledge and experience with server operating systems, including Windows Server 2008 or newer;Intermediate knowledge and experience with Active Directory;Intermediate knowledge network hardware and TCP/IP protocol;Experience configuring, and troubleshooting Computing Hardware and Mobile Devices such as Smart Phones and Tablets;Knowledge of ITIL fundamentals and best practices, particularly in regards to Service Operation, Transition, Strategy and Design and Service Improvement processes;Experience with Citrix and VDI is an asset;Experience with PBX and VoIP is an asset. Soft Skill and ExperienceAbility to effectively prioritize and execute projects/tasks in a fast paced corporate, environment;Ability to effectively mentor and coach staff;Ability to work through the gray areas and execute a solution or direction;Coordinate, conduct and manage effective meetings;Assess and understand business challenges, obstacles and sensitive political scenarios resulting in strategic interaction with business clients;Strong team oriented attitude and work ethic;Ability to build effective relationships with internal clients and manage organizational challenges;Experience leading a high performance team;Exceptional customer service orientation;Exceptional English communication skills, written and oral;Exceptional interpersonal skills, with a focus on rapport-building, listening and inquiry skills;Strong documentation skills including but not limited to processes, policy and guidelines. Personal AttributesProven analytical and problem-solving abilities;Highly self-motivated and directed;Able to work under minimal supervision and make quick effective decisions;Ability to absorb and retain information quickly;Ability to present ideas comfortably in a user-friendly, business-friendly and technical language;Keen attention to detail.Work Conditions37.5-hour work week Monday to Friday;High level of availability afterhours and weekends;Availability to travel in Canada or the U.S.

for up to 3 business days with a few days appropriate notice;Smart Phone provided;Lifting and transporting of moderately heavy objects, such as computers and peripherals;Availability to travel to remote sites with short notice.Minto is an equal opportunity employer committed to fostering an inclusive and accessible environment.

We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities.

Should you require accommodation or support in any aspect of our recruitment and selection process, we will work with you to meet your needs.