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Technical Team Lead

4 months ago

Markham, Canada Experis Canada Full time
Responsibilities: Manage ticket queue and prioritize escalated requests, ensuring SLA compliance. Oversee and support IST technicians, monitor team performance, and implement improvements. Handle client scoping requests, IMACs, and major IT incidents. Provide technical support and act as a client SME for complex issues. Oversee project technical scoping, deliverables, and success factors. Ensure professional "White Glove" client interactions. Collaborate with technical teams to maintain security and infrastructure integrity. Mentor T1 and T2 technical resources, and manage customer escalation pipeline. Innovate and deploy new technical solutions. Maintain documentation and activity logs.

Requirements: Minimum 3 years in IT infrastructure, System Admin, or similar IT support roles. At least 1 year in a management or leadership role in IT service delivery. Experience with 3rd party cloud services and managing client technical escalations. Advanced troubleshooting skills and project leadership experience. Expertise in Windows Server & Desktop Administration, Virtualization, and Networking. Strong communication and interpersonal skills. Professional technical certifications. Desire to mentor and grow the team.