Team Lead, User Support

4 weeks ago

Montreal Quebec GF, CA Medisca Pharmaceutique Inc Full time

Medisca is a global corporation with locations throughout North America, Australia, and Europe, that contributes to healthcare by leveraging strong partnerships that deliver customized solutions with an unwavering commitment to quality and innovation. Backed by 30+ years and a strong foundation in pharmaceutical compounding, Medisca is a business-to-business company that delivers comprehensive offerings by providing value, consistency, responsiveness, and loyalty. From pharmaceutical compounding products and services, to supply chain solutions, mixing technology manufacturing, analytical testing, IP licensing, to education services and more – Medisca delivers extensive solutions that leverages a strong network of partners committed to deeply caring about people. As Partners in Wellness, Medisca offers an unfailing devotion to improving lives, across a multitude of needs and across a multitude of people.

The Team Lead, User Support & Services will oversee and lead a dynamic team of support specialists and system administrators. This role requires a proactive leader who can mentor team members, manage IT projects, and ensure the delivery of top-tier technical support. The ideal candidate will have a strong hands-on technical background, excellent problem-solving skills, and the ability to foster a collaborative team environment.

The opportunity

Team Leadership
  • Lead, mentor, and supervise a team of system and network administrators.
  • Stay up to date with the latest technologies and trends in Information Technology.
  • Coordinate and prioritize team tasks and projects to ensure efficient and effective service delivery.
  • Conduct regular team meetings, performance reviews, and provide continuous feedback and development opportunities.
System & Network Administration
  • Oversee the organization's IT infrastructure, including servers, networks, and systems.
  • Perform routine system monitoring, troubleshooting, and maintenance tasks to ensure optimal performance and security.
  • Plan and execute system upgrades, patches, and configuration changes.
  • Ensure the stability and security of the organization's infrastructure.
  • Monitor system performance, identify issues, and implement solutions.
  • Provide advanced technical support and guidance to the team.
Technical Support
  • Ensure all support requests are logged, tracked, and resolved in a timely manner.
  • Provide hands-on support for more complex requests and issues and implement solutions to prevent future occurrences.
  • Organize and schedule upgrades and maintenance without deterring others from completing their work.
  • Manage asset inventory, coordinate purchases and handle monthly billing reporting.
  • Oversee IT projects, ensuring they are delivered on time and within budget while meeting the organization’s standards.
  • Ensure high levels of customer service and satisfaction, this includes open communication with the end user, while providing proactive updates regarding their requests.
Training and Process Improvement
  • Develop and implement IT policies and procedures to improve efficiency and service delivery.
  • Maintain comprehensive documentation of systems, processes, and procedures.
  • Prepare and present regular reports on system performance, issues, and project progress.
  • Partner with the training department to design training programs and workshops for the organization as new systems are being launched.

Skills, knowledge and abilities

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Five (5) years of experience in system and network administration.
  • Proven experience in a leadership or supervisory role.
  • Microsoft 365 Certified: Endpoint Administrator Associate (considered an asset).
  • Strong knowledge of Windows operating systems, network protocols, and security principles.
  • Proficiency in managing virtualization technologies (e.g., VMware, Hyper-V).
  • Experience with cloud services (e.g., AWS, Azure).
  • Remote access, VPN, MDM, 2FA.
  • Active Directory, DNS, DHCP, WIFI, Radius.
  • Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator) are highly desirable.
  • Excellent communication skills; fluent French and English (oral & written) required. This position will be working with global partners across the globe and working with members in Australia.
  • Strong listening skills, very customer focused and professional.
  • Proven abilities to apply good judgement, ethical practice and decision making skills.
  • Detail oriented, ability to apply analytical thinking and problem solving skills.
  • Excellent time management and organizational skills.

What’s in it for you…

  • Work/Life Balance - 37.50 hour workweek with early Fridays all year long, PTO and vacation policy.
  • Invest in your health – Choice of modular plans, health spending account and free Telemedicine.
  • Flexible work environment – Hybrid work schedule with home office reimbursement program.
  • Your Future is Bright – Opportunities to learn and grow within Medisca.
  • Save for your Future – Medisca contributes to a deferred profit sharing plan (DPSP) when you invest in RRSPs.
  • Help us grow – Employee Referral Program.
  • Central location - Free parking/accessible by public transportation; a commercial center is within walking distance for lunch or groceries.
  • We like to have fun – company events throughout the year.

We thank all applicants for their interest; however, only candidates to be interviewed will be contacted.

We are an equal opportunity employer.

#LI-Hybrid

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